PLANT1733 Effortless MGMT II Infographic€¦ · MILLENNIALS 93.8% 96.8% 97.5% 96.6% BOOMERS 0...
1
Why is the phone call such a clear winner when stakes are high? More than of consumers cited two key reasons: Quickest way to get an issue resolved Easiest way to explain or describe a situation 80% To learn more about our enterprise-grade headsets or Plantronics Manager Pro, visit plantronics.com. To learn more about consumers’ preferred channels of communication, read the full report at dmgconsult.com. Overall, consumers overwhelmingly prefer to communicate with businesses by either email or phone. Two clear leaders Email. Phone. Online chat. Video chat. Social media. In our omnichannel world, how do consumers really want to communicate with businesses? And is the answer different across generations? These were just some of the questions that a recent worldwide benchmark consumer study by DMG Consulting* set out to answer. Some of the findings may surprise you: For contact centers, this represents an opportunity to analyze interactions between consumers and CSRs for insights into how to operate more efficiently and more effectively. HERE IS AN OVERVIEW OF KEY HIGHLIGHTS FROM THE SURVEY. The preference for calls and email was consistent across the generations, with both boomers and millennials opting for these channels. In serious situations, or when there is a time-sensitive issue, of respondents said they would call to have it resolved. 98.5% Even consumers who are comfortable with self-service or digital communications will quickly pick up the phone if they don’t get the help they’re looking for. How many times will a consumer attempt to contact a company before calling them? New technology is emerging that has the potential to reduce contact center costs while improving the customer experience. It comes in the form of intelligent virtual agents (IVAs), or bots. IVAs use machine learning and artificial intelligence to create a self-learning solution that continuously improves itself. Voice-enabled IVAs have the potential to replace dated speech-enabled interactive voice response (IVR) technology. But are consumers ready for it? For the most part, the answer is yes. While emerging technology may be exciting and digital communications are essential, it’s clear that for the most important issues, consumers will always call. Make sure their experience is a positive one by equipping your CSRs with industry-leading headsets and checking that they’re being used as effectively as possible. The reports and analyses you get from Plantronics Manager Pro are your window into critical issues that can affect both employees and customers. Based on these insights, you can take action — from providing tailored training to deploying new hardware to reconfiguring software — and set your team and your customers up for success. Actionable insights GET THE INFORMATION YOU NEED TO DRIVE PERFORMANCE WHERE THE PHONE CALL EXCELS CONSUMERS’ PATIENCE IS LIMITED IT’S AN OMNICHANNEL WORLD THE FUTURE OF CUSTOMER COMMUNICATIONS TOP WAYS TO COMMUNICATE 89.0% 77.9% 68.4% PLANTRONICS RECOMMENDS: CHOOSE THE RIGHT HEADSET In an urgent situation, such as a missing credit card, customers need to hear and be heard. That’s why it’s essential to equip CSRs with enterprise-grade, noise-canceling headsets like the Plantronics EncorePro Series. Available in multiple wearing styles with soft leatherette ear cushions and an extendable boom, EncorePro headsets help keep CSRs comfortable so they can focus on the caller. PLANTRONICS RECOMMENDS: SUPPORT EVERY CHANNEL When you know what devices and apps are being used and how, you can feel confident that CSRs have the technology and training they need to provide customers with a good experience. Plantronics Manager Pro can help. With this additional software-as-a-service, you can monitor device usage, push out new software or firmware from any browser, remotely configure headsets to ensure consistent audio quality, identify which third-party services are being accessed and more. COMPLETELY LIKELY 10.8% HIGHLY LIKELY 14.4% LIKELY 21.6% SOMEWHAT LIKELY 26.8% NOT LIKELY 22.4% DON’T KNOW 4.0% 0 37.4 37.4 31.1 33.3 16.7 18.1 10.4 16.3 18.9 24.8 13.3 3.0 8.1 20.4 27.0 4.1 10.4 15.2 4.8 12.6 7.4 10 20 30 40 50 60 70 80 90 % 100 3.3 7.8 6.3 PHONE CALL 95.6% EMAIL 96.3% TEXT 58.5% ONLINE CHAT 73.3% MESSAGING INSTAGRAM WHATSAPP SNAPCHAT, ETC. 21.1% POST ON SOCIAL MEDIA FACEBOOK TWITTER, ETC. 32.6% OTHER 10.0% VIDEO CHAT 12.6% THE GENERATION GAP IS CLOSING 20 40 60 80 100 MILLENNIALS: LEGEND: FIRST CHOICE % 100 TOP 5 ONLINE CHAT TEXT SOCIAL MEDIA VOICE IS HERE TO STAY 5+ TIMES 0.4% + 3–4 TIMES 5.7% 1–2 TIMES 60% CALL FIRST 34% REASONS CONSUMERS CALL Voice calls continue to be critical to delivering an exceptional customer experience Talking with a customer service representative (CSR) remains the easiest way for consumers to address sensitive and challenging situations People choose different channels to communicate with their parents (phone), siblings and friends (text) and co-workers (email) Generational differences are shrinking MILLENNIALS BOOMERS 93.8% 96.8% 97.5% 96.6% 0 SECOND CHOICE THIRD CHOICE FOURTH CHOICE BOOMERS: FIRST CHOICE SECOND CHOICE THIRD CHOICE FOURTH CHOICE PLANTRONICS RECOMMENDS: MONITOR CALL QUALITY When a customer calls, it’s because they need help — now. Background noise, interference and audio disruptions can lead to frustration and a negative experience. With Plantronics Manager Pro, an additional software-as-a-service, you can analyze audio for clarity and track periods of overtalk or silence. Plantronics Manager Pro gives you the actionable insights you need to ensure a consistent, positive voice experience every time. With multiple communication options available to them, consumers naturally select the channel that is most convenient and effective for meeting their particular need at that particular time. For contact centers, that makes it essential to support every channel that a customer might choose. LEGEND: FIRST CHOICE SECOND CHOICE THIRD CHOICE FOURTH CHOICE To address an urgent issue that needs to be resolved immediately 1 Unable to resolve an issue through self-service systems 2 Other means of communication haven’t worked 3 To speak with someone when upset about a situation 61.2% 4 To prevent identity theft or fraud 48.3% 5 How likely are consumers to deal with an intelligent virtual agent? PHONE CALL EMAIL * DMG Consulting LLC, Consumers Channel of Choice: A Multi-generational Benchmark Study of Consumer Channel Preferences, February 2017. © 2017 Plantronics, Inc. All trademarks are the property of their respective owners.
Transcript of PLANT1733 Effortless MGMT II Infographic€¦ · MILLENNIALS 93.8% 96.8% 97.5% 96.6% BOOMERS 0...
Why is the phone call such a clear winner when
stakes are high? More than
of consumers cited two key reasons:
Quickest way to getan issue resolved
Easiest way to explainor describe a situation
80%
To learn more about our enterprise-grade headsetsor Plantronics Manager Pro, visit plantronics.com.
To learn more about consumers’ preferred channels ofcommunication, read the full report at dmgconsult.com.
Overall, consumers overwhelmingly prefer to communicatewith businesses by either email or phone.
Two clear leaders
Email. Phone. Online chat. Video chat. Social media. In our omnichannel world, how do consumers really want to communicate
with businesses? And is the answer different across generations? These were justsome of the questions that a recent worldwide benchmark consumer study by
DMG Consulting* set out to answer. Some of the findings may surprise you:
For contact centers, this represents an opportunity to analyze interactions between consumers and CSRs for insights
into how to operate more efficiently and more effectively.
HERE IS AN OVERVIEW OF KEY HIGHLIGHTS FROM THE SURVEY.
The preference for calls and email was consistent across the generations, with both boomers and millennials opting for these channels.
In serious situations, or whenthere is a time-sensitive issue,
of respondents said they wouldcall to have it resolved.
98.5%
Even consumers who are comfortable with self-service or digital communicationswill quickly pick up the phone if they don’t get the help they’re looking for.
How many times will a consumer attempt to contacta company before calling them?
New technology is emerging that has the potential to reduce contact center costs while improving the customer experience. It comes in the form of intelligent virtual agents (IVAs),
or bots. IVAs use machine learning and artificial intelligence to create a self-learning solution that continuously improves itself. Voice-enabled IVAs have the potential to replace dated
speech-enabled interactive voice response (IVR) technology. But are consumers ready for it? For the most part, the answer is yes.
While emerging technology may be exciting and digital communications are essential, it’s clear that for the most important issues, consumers will always call. Make sure their experience is a positive one by equipping your CSRs with industry-leading headsets and checking that they’re being used as effectively as possible. The reports and analyses you
get from Plantronics Manager Pro are your window into critical issues that can affect both employees and customers. Based on these insights, you can take action — from
providing tailored training to deploying new hardware to reconfiguring software —and set your team and your customers up for success.
Actionable insights GET THE INFORMATION YOU NEED TO DRIVE PERFORMANCE
WHERE THE PHONE CALL EXCELS
CONSUMERS’ PATIENCE IS LIMITED
IT’S AN OMNICHANNEL WORLD
THE FUTURE OF CUSTOMER COMMUNICATIONS
TOP WAYS TO COMMUNICATE
89.0% 77.9% 68.4%
PLANTRONICS RECOMMENDS: CHOOSE THE RIGHT HEADSET
In an urgent situation, such as a missing credit card, customers need to hearand be heard. That’s why it’s essential to equip CSRs with enterprise-grade, noise-canceling headsets like the Plantronics EncorePro Series. Available in multiple wearing styles with soft leatherette ear cushions and an extendable boom, EncorePro headsets help keep CSRs comfortable so they can focuson the caller.
PLANTRONICS RECOMMENDS: SUPPORT EVERY CHANNEL
When you know what devices and apps are being used and how, you can feel confident that CSRs have the technology and training they need to provide customers with a good experience. Plantronics Manager Pro can help. With this additional software-as-a-service, you can monitor device usage, push out new software or firmware from any browser, remotely configure headsets to ensure consistent audio quality, identify which third-party services are being accessed and more.
COMPLETELY LIKELY
10.8%HIGHLY LIKELY
14.4%LIKELY
21.6%SOMEWHAT LIKELY
26.8%
NOT LIKELY
22.4%
DON’T KNOW
4.0%
0
37.4 37.4
31.133.3
16.7
18.1
10.4
16.3
18.9
24.8
13.3
3.0
8.1
20.4
27.0
4.1
10.4
15.2
4.8
12.6
7.4
10
20
30
40
50
60
70
80
90
%
100
3.3
7.86.3
PHONE CALL
95.6%
96.3%
TEXT
58.5%
ONLINE CHAT
73.3%
MESSAGINGINSTAGRAMWHATSAPP
SNAPCHAT, ETC.
21.1%
POST ONSOCIAL MEDIA
FACEBOOKTWITTER, ETC.
32.6%
OTHER
10.0%
VIDEO CHAT
12.6%
THE GENERATION GAP IS CLOSING
20
40
60
80
100
MILLENNIALS:
LEGEND:
FIRST CHOICE
%
100
TOP 5
ONLINE CHAT TEXT SOCIAL MEDIA
VOICE IS HERE TO STAY
5+ TIMES
0.4% +
3–4 TIMES
5.7%
1–2 TIMES
60%
CALL FIRST
34%
REASONSCONSUMERS
CALL
Voice calls continue to be critical to delivering
an exceptional customer experience
Talking with a customerservice representative (CSR)remains the easiest way for
consumers to address sensitiveand challenging situations
People choose differentchannels to communicatewith their parents (phone), siblings and friends (text)
and co-workers (email)
Generational differences
are shrinking
MILLENNIALS BOOMERS93.8% 96.8% 97.5% 96.6%
0
SECOND CHOICE THIRD CHOICE FOURTH CHOICE BOOMERS: FIRST CHOICE SECOND CHOICE THIRD CHOICE FOURTH CHOICE
PLANTRONICS RECOMMENDS: MONITOR CALL QUALITY
When a customer calls, it’s because they need help — now. Background noise, interference and audio disruptions can lead to frustration and a negative experience. With Plantronics Manager Pro, an additional software-as-a-service,you can analyze audio for clarity and track periods of overtalk or silence. Plantronics Manager Pro gives you the actionable insights you need to ensurea consistent, positive voice experience every time.
With multiple communication optionsavailable to them, consumers naturally select
the channel that is most convenient and effective for meeting their particular need at
that particular time. For contact centers, that makes it essential to support every channel
that a customer might choose.
LEGEND:
FIRST CHOICE SECOND CHOICE THIRD CHOICE FOURTH CHOICE
To address an urgentissue that needs to be resolved immediately
1
Unable to resolvean issue through
self-service systems
2
Other means of communicationhaven’t worked
3
To speak withsomeone when upset
about a situation
61.2%
4
To preventidentity theft
or fraud
48.3%
5
How likely are consumers to deal withan intelligent virtual agent?
PHONE CALL EMAIL
* DMG Consulting LLC, Consumers Channel of Choice: A Multi-generational Benchmark Study of Consumer Channel Preferences, February 2017.
© 2017 Plantronics, Inc. All trademarks are the property of their respective owners.
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