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Hybrid Workforce For Customer Service To Transform Customer Experience
Hybrid Workforce For Customer Service To Transform Customer Experience
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Customer Journey
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Customer facing robotized solutions
Calls blocked
Intelligent voice bots
Time in queue
Chatbots
Call abandonment
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Potential Use Cases
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Prior to the call
Customers tend to hang up a call hearing a busy tone or due to long wait time
in queue and this experience might be frustrating. This experience might
reflect in the call when they finally reach a human agent. Hence Customer
Service Centre tracks these KPIs. The percentage of inbound callers that
received the busy tone, average time in queue and average call
abandonment Rate play a major role in customer dissatisfaction. These are
common occurrences in the customer service center scenario and has a
detrimental impact on customer retention. This is where Intelligent voicebots
and chatbots come handy. It is expected that conversational interfaces will
create greater changes in customer service function in years to come. Any role
that relies on communication will be improved with a voice interface. These
solutions will eliminate human intervention on simple tasks but with a personal
touch. A voicebot or chatbot can collect basic information to identify the
customer and collate the data from multiple systems to a single place while
the customer is in the queue. When the customer reaches the human agent,
the agent is already enabled with the basic information required to address the
customer and can right away start to fix the issue.
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During call
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After call
In most customer service centers, an agent’s work does not end when they
finish a call. They spend quite a bit of time updating databases, sending
emails and summarizing the same for future records. This increases the
Occupancy rate of the agents while other customers are waiting in the queue
to reach a live agent. Customer Service centers need to think of managing
this using a Bot for completing the tasks after the call.
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Daily planning
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Thank You
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