6 Customer Service Trends For 2014

TRENDS 2014 THE CUSTOMER SERVICE COLLECTION EXPERIENCE MATTERS, EVERYWHERE Phone, IVR, social, mobile – customers expect stellar experiences at every touchpoint. And these great expectations will only increase in 2014. Enterprises will be up to the task with technologies like self-care, context passing, unified dashboards, and more. 3 EXPERT CONNECT, IN 'DIY' LIES THE POWER SOCIAL CARE NOW INSTANT! GOES MAINSTREAM Automated virtual agents, rewards and gamification Customers will want Customers will want answers on their platform of choice - be it Facebook, Twitter or Google+ to connect to the right expert faster and put a face to the voice will increase the use of self-care portals 6. KNOWING WHERE THE THE EMPOWERED ANALYZE TO CUSTOMER IS STUCK AGENT PERSONALIZE Context passing technologies will inform agents about the customer's issue from any channel Unified desktops and 360° customer views will help agents know it all and resolve it all Analytics from social media and service history will be used for faster, more contextual resolutions READ MORE AT Infosys.com/CustServTrends #CustServTrends Infosys" | Building Tomorrow's Enterprise