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Trends shaping the future of work –where does the contact centre fit?
Dr. Nicola MillardHead of Customer Insight & Futures,
BT Global Innovation Team
[email protected]@DocNicola
3 of the ‘D’s’ driving the future of work
Dilbert Diversity
Droids
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The rise of diversity: 5 generations at work by 2020
2010 2020 2030
Traditionalists Boomers Gen X Gen Y Gen Z
40%
30%
20%
10%
0%
Source: London Business School, 2013
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The rise of diversity: mind the generation gap!
My day would be significantly more productive if there was better info sharing
52%
68%
54%
Gen Y
Gen X
Baby boomers
Use IM at work:Gen Y – 31%Gen X – 28%Baby boomers – 19%
62% 38% 42%
Gen Y Gen X Baby boomers
56% 64% 59%
Gen Y Gen X Baby boomers
Note: (Gen Y, 18-34), (Gen X, 35-50) and (Baby boomers 50+)
“Baby boomers will remain committed to email and deeply suspicious of social media at work, whilst Generation Y and Z rely on a number of social and mobile platforms to communicate”
London Business School FoW Consortium, Generational Cohesion Report, 2013.
I am frustrated with the technology available at work
I don’t mind working out of work hours if I can do my own thing during work hours
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The Death of Dilbert: Rethinking Physical Spaces.
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The Death of Dilbert: Rethinking Physical Spaces.
6
Rethinking the Office.
Home worker
Hub based/ “Coffice” worker
Activity based working Virtualised working
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Digital footprints: Social physics
Digital connectionsCollaboration: Trader performance vs. idea flow
Physical spaces: friends meet at a fewmeaningful places, strangers pass randomly
Thanks to Sandy Pentland, MIT
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The Rise of the Droid: Self service is only the start.
Which of these methods of contacting organisations do you use currently? (UK)
Web-chat and social media fastest growing, as the traditional channels fall away in terms of customers contacting organisations
Source: Davies/Hickman (2015), The Autonomous Customer, BT/Avaya, UK dataCopyright BT Global Services, 2015
Phone EmailFace-to-
faceOrg
websiteFAQs
Phoneoverseas
IVR selfservice
PostWeb-chat
Text/SMS
Onlineforum
Apps Skype
2011 86 80 69 60 53 50 46 50 13 21 15 14 7 4
2013 79 77 68 60 53 43 33 45 20 22 15 18 14 5
2015 70 71 53 60 50 30 17 33 24 12 15 23 15 8
0
10
20
30
40
50
60
70
80
90
100
2011 2013 2015
Channels scoring less than 5% are not included – other social media, video-chat.
61%The calls I make to organisations are complex, I do simple things online
The Rise of the Droid…
IoT
“Hollowing out” &
“Uberisation” of work
Pattern matching &
unstructured problem solving,
e.g. Watson.
Autonomous mobility, fine
motor control, e.g. Baxter,
autonomous cars, computer
vision
Language & complex comms,
e.g. Siri, Narrative Science,
Lionsbridge.
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How work is changing.
By 2020, McKinsey predicts that there will be a global
deficit
of 40 million high-skilled workers in advanced
economies, whereas
there will be a surplus of 90 million low-skilled workers.
Agriculture Age
(Farmers)
Industrial Age
(Factory
Workers)
Information Age
(Knowledge
Workers)
Conceptual Age
(Creators, Experts
and Empathisers)
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24
54
4
6
8
4
0 10 20 30 40 50 60
Inbound, transactional
complex problem solving
cross sell/upsell
proactive outbound
complaint handling
Other
Primary Function of Contact Centres
20
48
22
1
7
2
0 10 20 30 40 50 60
Product/service expertise
Communication skills
Analytical/problemsolving
resilience
empathy
other
Agent Skills
28
9
25
3
34
1
0 5 10 15 20 25 30 35 40
Easy/effort
Net promoter
Right first time
call handling time
customer satisfaction
other
Primary Measures
36
4
40
7
11
2
0 5 10 15 20 25 30 35 40 45
Phone
webchat
video
social media
other
Core Channels
SuperAgent 2020: The Future of the Contact Centre.
Source: SuperAgent 2020: The Future of the Contact Centre (2014), Millard & Alcock, BT White Paper.
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Key technologies 2020.
Source: SuperAgent 2020: The Future of the Contact Centre (2014), Millard & Alcock, BT White Paper.
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Thank You.Dr. Nicola MillardHead of Customer Insight & Futures,
BT Global Innovation Team
BT Let’s Talk Blog:http://letstalk.globalservices.bt.com/en/author/nicolamillard/
[email protected]@DocNicola