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Industry Research : Customer Service Trends are Changing in 2019: Salesforce State of Service Report

#contactcenterworld, @salesforce

Salesforce, a global provider in CRM, released its 2019 State of Service report capturing insights and trends from service agents and decision makers worldwide to determine their biggest challenges and priorities, the changing role of customer service agents, the impact of artificial intelligence (AI) on the future of customer service and how mobile workers fit into modern customer service.

Technology is redefining customer standards and making service a strategic asset. The biggest challenge for Indian businesses is keeping up with changing consumer expectations. In India, 93% of decision-makers say their company’s customer service must transform in order to stay competitive. Improving service technologies is a top priority for these decision makers followed by upgrading workforce skills and lastly revamping processes and workflows.

The service agent of today is increasingly tasked with building relationships and driving revenue. They are swapping their mundane tasks for challenging, high-value work. 89% of agents in India said their roles are more strategic than two years ago and executives increasingly understand that customer service transformation requires an investment of time, talent, and resources. 85% of Indian decision makers are making significant investments in agent training and 94% of service agents in India say they have a clear path for career growth at their job.

Artificial intelligence (AI) is viewed by decision makers and agents alike as a strategic advantage to customer and employee experience. AI adoption is nascent, but is set to soar as more teams turn to chatbots, text and voice analytics, and other use cases. In India, the use of AI and Chatbots by customer service teams is projected to increase by 90% and 118% respectively, over the next 18 months.

In addition to being more closely aligned with departments across the organization, service is moving beyond the call center as customers embrace an array of digital channels. 88% of service professionals in India say their organization is seeing increased case volume through digital channels.

The expanding mobile workforce is driving new revenue streams and brand differentiation. Arming mobile workers with the same capabilities as their office-based colleagues is viewed as key to this evolution. 96% of Indian service decision-makers believe the experience a customer has with a mobile worker is a reflection of their brand. 69% have increased mobile worker headcount over the past year, 78% expect to increase mobile worker headcount next year.

Sunil Jose, Senior Vice President and Country Leader, Salesforce India, said, "India is a unique nation, a country of a billion proud people, who are young, growing economically, and more aware than they have ever been. Today we find ourselves at a significant point, as we emerge as a global economic and political power. It is difficult not to be excited about the potential of the Indian consumer. Businesses are realising that service can drive elevated customer experiences, differentiate brands, and drive new revenue streams. As a result, service leaders are investing in their people, processes, and technology to drive nothing short of a transformation."

"Today’s consumer is at the centre of digital experience provided by businesses. Our clients now expect similar intuitive interactions and efficient solutions at their fingertips built on a platform of trust. Further, as custodians of clients’ wealth, we are expected to respond in real time to changes in financial markets. We are defined by the experience our customers have with us and I believe technology is the key differentiator. It has helped us deliver solutions and experiences that are customer-centric, dependable and responsive," said, Anshu Kapoor, Edelweiss Head - Private Wealth Management.

#contactcenterworld, @salesforce

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswireindia.com


About Salesforce:
Company LogoSalesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
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Today's Tip of the Day - Workforce Management Solutions

Read today's tip or listen to it on podcast.

Published: Friday, May 3, 2019

Printer Friendly Version Printer friendly version

2024 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

6.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

7.) 
Pointel

Genesys Workforce Management
WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based techonologies such as VoiceXML, robust applications can be developed to provide "anytime, anywhere" access to WFM planning and scheduling and real-time fuctions. These valuable additions to the standard WFM solution can be tailored to meet the unique needs of the contact center.

WFM Voice Self-Service can be deployed either in enterprise premises or hosted in a service provider's network.

If the client is a Genesys Voice Platform customer, they can run WFM Voice Self-Service on the Genesys Voice...
(read more)

8.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

9.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.

10.) 
Simucall limited

Assessment of Contact centre job applicants
Pay As You Go remote assessment tool for contact centre job applicants.

NO set up or registration fee and NO minimum use contract

Assess your applicants ability to listen to a caller, recognise the important pieces of information and record them into a logging system swiftly and accurately under pressure.

Full management dashboard

Pay per completed assessment (no charge if abandoned or not taken by the deadline you set)

Choice of assessment environments - including Insurance claims, Financial transactions, Emergency service calls, Utility defect report and IT Helpdesk

Variety of UK accents used by callers (of different ages and genders)

You retain control of all communication with the applicants
 

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