1. Webinar See Me, Serve Me: Video Chat With Customers Comes Of Age
Art Schoeller, Vice President, Principal Analyst
Customers
Phil Karcher, Senior Analyst
June 17, Call in at 12:55 p.m. Eastern time
Service manager

2. We have entered the “age of the customer”
1900
1960
1990
2010
Age of manufacturing
Mass manufacturing makes industrial powerhouses successful.
Age of distribution
Global connections and transportation systems make distribution key.
Age of information
Connected PCs and supply chains mean those that control information flow dominate.
Age of the customer
Empowered buyers demand a new level of customer obsession.
Beyond
Ford
Boeing GE
RCA
Wal-Mart
Toyota
P&G
UPS
Amazon
Google
Comcast
Capital One
Macy’s
Salesforce.com
USAA
Amazon
Source: October 10, 2013, “Competitive Strategy In The Age Of The Customer” Forrester report

3. Customer experience is driving shareholder value
Source: October 10, 2013, “Technology Management In The Age Of The Customer” Forrester report

4. Consumers use a wide range of communication channels
Base: US online adults who have used any customer service method in the past 12 months; Source: North American Technographics® Customer Experience Online Survey, Q (US); *Source: North American Technographics Customer Experience Online Survey, Q (US) *US online adults who have used any customer service method in the past 12 months (multiple responses accepted)

5. Most companies are a mess of siloed applications
38%
44%

6. Staffing — do you hire multichannel-skilled agents?
“In general, what is your contact center’s approach to having agents serve customers through multiple channels?”
Base: 633 contact center decision-makers with 20+ employees and 50+ seat contact center; Source: Forrsights Networks And Telecommunications Survey, Q1 2013

7. There are different types of video chat endpoints
Source: April 23, 2014, “See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold” Forrester report

8. Video’s benefit is most apparent when demonstrating something
Source: April 23, 2014, “See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold” Forrester report

9. How video helps drive business outcomes
Source: April 23, 2014, “See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold” Forrester report

10. How Schuh uses video chat
Source: April 23, 2014, “See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold” Forrester report

11. WebRTC architecture for embedded communications in browsers
Source: April 10, 2014, “What You Need To Know About WebRTC” Forrester report

12. Customer video chat vendors converge from many markets
Source: April 23, 2014, “See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold” Forrester report

13. Determine where video fits in your channel strategy
Source: May 16, 2014, “Brief: Systems Of Engagement Take Center Stage” Forrester report

14. Skills-based routing by channel, contact type, or both?
Sales
Channels
Service
Use contact type and channel volumes to forecast occupancy.
Source: Interactive Intelligence “Deriving Value From Skills-Based Routing” 2012

15. Working the entire human resource life cycle for multichannel-skilled agents
Recruiting
Testing
Hiring
Training
Nesting
Progression

16. Recommendations Consider the benefit to your channel strategy.
Screen agents for video skills.
Engage CXP design experts.
Prioritize WebRTC.
Pilot and collect data.

17. Selected Forrester research
April 23, 2014, “See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold”
November 20, 2013, “Quick Take: Amazon’s Mayday Turns Customer Support Into Customer Experience”
June 4, 2013, “Market Overview: Chat Solutions For Customer Service”

18. Art Schoeller
Phil Karcher

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