Public sector organisations up and down the country are turning to technology to deliver great customer service. Omni-channel service centres are a must for any organisation wanting to be user-friendly, while digital tech can also be used to drive efficiencies and boost effectiveness.
With this in mind, we read with interest a recent blog post written by Kate Leggett, Vice President, Principal Analyst, Forrester on its assessment of 20 of the most important technologies in customer service in terms of their maturity and business value.
Here are the core findings shared in the blog:
- No surprise: New channels are slow to get adopted, and old channels refuse to die.2017 saw excitement for messaging, video, and chatbot interactions. But most customer service organisations have been slow to adopt these channels. Channels like social and cobrowse still only have niche uses. On the other hand, legacy channels like email are still widely used even though other real-time channels offer better experiences.
- AI is the driving force behind the changes in all aspects of customer service technology today. For example, AI and automation help streamline inquiry capture and resolution; automate repetitive, onerous tasks that kill agent productivity; and fuel automated customer conversations. AI-infused technology optimises agent schedules and makes field operations more efficient.
- AI and automation do best when connected to humans.Automation and AI are technologies that require adult supervision. Agents need to be involved in all steps of AI, from helping train models to supervising their performance and handling escalations when automation fails.
- Workhorse technologies hang in there.The backbone of customer service operations rests on the shoulders of very mature technologies. These include contact centre interaction management (CCIM), workforce management, quality management, and case management. Even though they are mature, these technologies show no signs of retiring soon.
- Cloud is a given, not an option.Forrester finds that only about one in four customer service technology deployments remains on-premises. Enterprise concerns about the security, reliability, and scalability of cloud solutions are in the rear-view mirror. Enterprises that demand on-premises solutions are now the exception, rather than the rule.
To find out more about how Forrester evaluated these technologies click here.
The original Forrester blog can be viewed here.