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[Webinar Bytes] Megatrends shaping customer service in 2020

We’ve taken one of our webinars and broken it down in to smaller video segments.  Check out some of the most important parts of the webinar below.  Then watch the full video by clicking the link below.

The future of customer service starts with making your call center more human. It’s about understanding your customers and their specific problems. To do this, you need to give agents the right training and modern tools to provide a complete picture of your customers. Then, agents can make decisions and solve problems quickly.

Join guest speaker, Kate Leggett from Forrester Research and Joe Ciuffo from Genesys as they discuss megatrends that are shaping customer service in 2020.

Watch the full webinar by clicking this link.

Meet the Speakers

Joe cuiffo webinar image

Joe Ciuffo
Director, Product Marketing
Genesys

Kate leggett webinar image

Kate Leggett
VP & Principal Analyst
Forrester Research

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So my first prediction is

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that agents aren’t essential to

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scale anymore. And let me

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tell you what I mean

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by that and what I want

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to do is just take

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a step backwards and think

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about customer engagement and actually

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think about all the wonderful

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experiences that surround us in

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our daily lives. I mean,

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I think about ride sharing

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apps like Lyft and Uber that

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take all anxiety out of

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me getting to my destination

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because I have a full

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disclosure of information that I

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need about my ride to

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make me feel comfortable in

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that experience. I think about

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services like Amazon, like Netflix.

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I always joke that those

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two services know more about

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me than my husband does

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because if they’re able to

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recommend products, movies, content based

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on my particular history, what

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I’ve done, that intimate knowledge

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of where I’ve been, what

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I’ve done, how I’ve rated

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products or content. And so what

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we say today is that

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we’re surrounded by these differentiated

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experiences and these experiences have

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done a good shop at

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up leveling our expectations for

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engagement with any company that

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we do business with, both in

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our lives as consumers or

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in our business lives. And

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at Forrester we say we’re

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in the age of the

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customer where you, the consumer,

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the B2B customer, you control

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the conversation with any company

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that you do business with.

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And your expectations are heightened

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because of all the wonderful

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consumer experiences that surround us.

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And it’s like when I

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see on the screen here,

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you expect that any information

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that you need is available

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on any device at a

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person’s moment of need. And

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so what has happened is

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again, our expectations are heightened

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because of these wonderful consumer

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experiences. And then the way

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that we interact with companies

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has also changed.

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