Johan Hägglund: Här är de viktigaste trenderna för kundmötet just nu

kontaktcenter Kundmötet börjar redan på webbplatsen och allt fler funktioner flyttar in i kontaktcentret. Det är några av de trender som Johan Hägglund på Genesys lyfter fram.

Johan Hägglund: Här är de viktigaste trenderna för kundmötet just nu

Möjligheten att chatta med kundtjänsten direkt på hemsidan har funnits länge. Många känner också till problemen med web-chatten. Att erbjuda alla besökare möjligheten att komma i direktkontakt med en agent kan vara som att öppna helvetets portar, som leder till överbelastad kundtjänst med okvalificerade frågor som sänker motivationen hos medarbetarna, eller en chattbot som påbörjar konversationen för att automatisera dialogen, men som snart kommer till ett läge där man behöver överlämna konversationen till en agent, som inte är tillgänglig för tillfället, vilket leder till en dålig kundupplevelse.

Någonting är fel

Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.

Med dagens avancerade kontaktcenterplattformar kan webbesöken och kundtjänsten integreras på ett helt nytt sätt. I stället för ett reaktivt beteende, där en kund väljer att kontakta kundtjänsten, kan man i dag arbeta proaktivt genom att analysera besökarens beteende för att genomföra rätt åtgärd vid exakt rätt tidpunkt.

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Nht4HidN2oeg9p3NQBYmIKdwjZaHnn+op39bjBYttgrpRO7Cc6Ib08ho4XZ245BmbQ+6ygKsCrb38co66F4faEBncTRsNAxqs5pAA1abs670MzBva5qkiViklG3ts8kFVOfr0lNhvI+GHHbLdz5pZLscePNSirbLh+hO8TRQh1xmH/SV+TOmRx0Uuhuei2vzIRV++flOlL4/JvCcF4Y7TCp+K8wKeRCVf/DNQyoW+up40+FmUceYcACG2iFRNueDmh6XtpP5eRorOc1deJJKbDUCW5wa5OOjtm2p+jIClGZaQALbPt0bCO3Fc2Y5d4qBoBtMO4pyUNxbz1cByC84ecAX0x3ObHOsCjgq1cMyrlCxgDQGE45ZQ/pOvyeM0HWfYgxm3klx053P/sy4ZVdbBu7MCzgsnjKfArusu1etYe8vRSObgmLASldXYILPkX/3f6ZYaA5DXc+94mU1VGDD1ZtZxV0omevkxvNEglvr6HPorIP++AvMzhu7eluhSJ/xb64l20kBQEg5oFMsPEaPmKS2PoKtI9Awu9hIIGgRRYrdl+7QpYwLbcEzL8oXHn10NFy6cfDVlNjkoSLS9v4xYfzp8aUWLH1TInyxWfEUi9/S94QM/DU3c9GdMxoT4UovfsVCgbn2SwzkEvwjjUMZTqdkJDUZHwt3NC0ktRdFPvgRLmGp8828uPjqc18XPq/QspzXbE2xIRj3eOowD6QmIQEy8q++5a3/pwax+HWxjyUZFeMdNpkpGSLyoiEnmnqRaqBaOpKvZKkwI7l/aCKtHML1+Mtrqv22+N9jth6hOPo9EWnbw7vYcmXGekyxtPseSuPOeD7bchnll0LHBhMYoNcNLjwqxoRIbHYBha/0AH3v+PrC7QYUmxJ02bjSQFfQO1AquvnAHXIve3YIMmjkEuVSvrNz5ex+MH8dSzswIsuRhovdoBnHWWj1JXeMsz0P86dLlF+l44WW4ivbjebMxruXbxTc+JlkavM538d0Nujgr2l14UVYUHRjAqW2C6Ob1vDTaaLmedfXNhDVxrlTZdd3UzrAsnRuDJx19Z0LuH2EBadC+jwZZ8hHIWy6ZYZiflXDVyMMpZkf7dOa3mueUARx/MeHokGaOhVVg7O+8WPglh8Qngv0//6ClgNVnQ8pkWQbKgoKHCQ+OIpccaiLNooa473AMz1A+6cO8ZNTYgZsVKilvhcOMVwgzkS8h/NEQK01jbvHAJxIMhMX6g4ZdhNblZHxklCKDAdBERMEq3zJqyH8B4rRbqzyfObCSQ3+mbqTdtI9vUy5p2LN1emfXz0BJMrb1srZiFm7C0hHwHiJZy44+PTISRThSRMKE9hcQNNRYm+3JiTLTt7EdHJGT3RPgnrU/6aw7RxD8wAedjadMiXbUAVMSr/C3h6E+uRDYzNCsD+ZDI9ROzCh2iHEuAsB2c7LGT1PwVXCr5FmT/37/EH3X1a+0vqdzUx9ahvjAE1yLQDUWWJ82arqxdvSzChHtw3qo1rN13Q2EgmDWXduSu8FytzkDiXiEQVh7cvjlIOvDnKNu8LRi5RTa92n5aw81T6o+Mv7xQyenVmlPNkTxasUsrrII37ewWZJgcm4+yWbOEtPo0HWp+W5ECTO2DtdJp8XE0QdHHFIQH3o4HbQEjoe5qHOUjNBTBnkZfQQaqIAcoxwZrkV/nkzKdPBhQPe6OiErfzjugRw/xm6GmDd6/YAOpqd3Nodp1BBOZaNKw7jdE4QU/USdRbER7nYTpEFLd6jwbIUgZRIOA6G18gdXej6VvvZrqI4MchfmaZtuskaWiudue7fGbTHSJlS8VW2B7Pnso6aa42CidGV/w23JZH9/UV06sF+G/XYidDpLAJanEQsyLyzjQw+GUv8ND7tvSm6kjwhTcaE5Yc9yaAM4psYx01jukWqOEh8qwfTALpPaN2fXHrc6Y4lX3jXVxl8ua30jLzytAefOLO8cmHIA4bY5CLqorL/f/ZlGPYH5gcmNu9OEibGxAfBjn0A7YcfJiHcNd2FNcLeIPBH0Q4OuMjSMjU/ruhLzAEhttWUdCyo/hpGUFst/1776dnLel9eFFdsM+Gij56LBU+Zfg34rZzT0YzAQeahM5bAAvT7iu4o0RLEa+8FZr8EWJUl7rR3UElXt3Ktr1d2d78VCqmzr4abkpSyp8Qp6C0MtgGfyYioxL3pIXt5rJhkkJFb6dalotlwcXkoEPe2uq8DD3/n4m9nuFQCcTOBVe/gV8dahBZ3LrxDXkoik2zKUL7t3MNg0YCPPFY09U0qB6BZE6NT5LB7QgQ7BF5B5z2GMeP2DQTKxQeGWDr+pCrv88TzGbjbjPQI7rWsv4FU56RxCCjuQvxW0VoffkU1TWoPrvulpho+5EoJ/8I75y71o1Nu+cuEnL+ikiX9zArS+cEEl6pe4GAGcEvQO3RvmiCe0X/EjhwGlgorybZ/GlUuSodj1mq1ggyFmhhuHjMAwxUSQkq/dD3V/z7rwh3s/myl0hbR+V92aEopjUaNd+8Jx4ReXRu5cNUdnSyk9ncTnoKFtS/yHlZ2A02DfoRbMyLUcmipMZotDbit4Kfq69qhg79QW8OVwgzg0uzY/2nayBKqthmiqxDkQ+I3n1evAjJjSSx2oQeJnWq8mmO3ajH2BSi/MMsG9QvxVrypYR77Ew8c+rbuTuMcNRvgCwU/1XFy2KUo5UtRVUo8wTw4Rk6K4ZNAKe+7ie+EgSjXgmS7KD6OPmhm6qssZhiCa9p5BuNvDITJ7SbmUYV60RqQR1T7bTz+V8J75ozbFWfbno5IXxJpG6LvgRq73rxsJGAsacy1ZY+n5c/sd6fDVLqCsVTr80tLNJ2qN3KNvpYE/4I582lpvuHkQy6L6GuuAG1vLJ8qrxEDIOoTXvT/uHo4Cb6lF4BZa/3PG/1FZFA1ayExGzm/D3oCY0Dkkfe0Molt/UEPr3Uc9pAHzyXeLzPI0TVdKmd4yhYGm2zGDi+h8FwQRAkW3B7Ou0/mHT795QOQAdL0g4l/hJZ0vMyHpf30dlP+DEfE5hSZXb9ciizrBv6rBfpcOhaPZ8bUs65zc0ozbDk/S40GI/k+hvmU9qU83cGwKtCM2f23o0RVSI92JxwrrKMDKtiGnXUBAVGyBYrS1MScmK2ieqKFYhUPbJRt6XbeUEu6s7VSmFKISuLip8sKnq26gU2XsbYJRSJDl21x5PwjMIBQhUuI/RSgSaVvoHAZRn4m9dE0aGIJEyBPPF6eWWlw4pyHhkhvXy2zYOwzBIbr6ck9OhCFONei7poRnJI6EVynf1gjOxKEFOLdKGUUwKsCIFlda/q670b3Mo5CywHBmlIs3xFjR6o5tcU7EEppDBlPe379wkEUgyj3UW/6O+z243GwuQsYuT3nlSKLdHZVdLvwfjuIxRrtFXZWATvpbGFFLvHg8vRyfa4IBpJ/l0N8+3EU5HwbsPI1d3/LedV/dgq4p0JavyEM+kKGuWy7kP9jN+uyILVbt/qZbdkzzEj4dyAm4tnRszikWGZRig26p2yeUNPdrZd8uIobNZuJuGR6lqgPGZ3maCvq3EHzR8ORPJzxjV9rso9Ul1231inJvYx3ZNvR2a7XKhy+09q2KBUku/ZMrTaztrd3smYVaq6vmoxrq83BKy3ykANrOE/2uQ8l3oCf2wU97iW6K7IQSR6tIVG6n2VIln+ihQ02T+jcvXCgmIewzt3hLe4agDV0Ow2NMxHSItBbvgWyjNjvQrNtmmNT7GUFqqf1Fb7pR+hcUArRli+9BocbjKRTtlQCc+xW/aFVheBa5qvr43vnic8GNLUxo3Ic0El3Cah9W7vRm7HRox1nfmIh36QNVT+lr4lgKhEl8Hgws7uBtbhTYGaFpHCn40QZW1Iy3mS0c+J+4Fi0T4HTUb73N7tOvHogEzNqpoUTIA0Ngru3aXnbn69RzBG7tF481slSfA6oSDMWg8VJh+x3rkrseoFE2NlCteOecBJnEycc+LTDeB9owBB/z1BKNcef1fP9zxM2F+mp6Q5E70SDy+TjrGM9FJtfTToDo9JRk8Jgwd6olQvAi3UDUSMLA68/wmVnv/9sc2RBUBxkJYVnPUFiO13KX6YvdyL+Z0q7/ah5T9TOyh5KnIaRQKN5aM8B1i33o4+L9gamREcOEGBWoeQD+z13folYHidTgiGY+6IIgr6Tr6/QMWPuTVv/4xGQpbLRSoDZR793r3lhVYeTQYTmqz2gnwpAJCffPJWt8K+32LowVFthWlSfmGS3Lsd/5WTJBYZz/pDRyBv11tm1MKF/MHfCvZ+tB2uFea2S6s7NedlMhcd34xkS5LNmcEF6QxrHgJXQqKctfUV3qdkPDMU+Bi6HaPRmIo4RBVnrSm/+6SW9vIXCwpf/+Vfo3rGdLH9nBj/LRCgFOrMZncZAqVNwRJFpS/wtQJIY8QiGhZGSbswa1se1yQ9MzSVE3ypTdhf46TVFJ63F1q3xlU0maKM3ggOZJVpufoYruLoXFqgsNrC2KviBgHBpSXE4Kn388UHPzGaPgQ7kM2BIQ8vUDL4tECFkbFq694TcQ2EEqI+LOLIm2J3ptrgjtOGDo3Zy1bcQv7+3FDkRyMJeTrJE4vlrS/23C3SQeSi9yX9pGwhYimIVTXWJIX13mA1ftlKrvi1C9XrTT9rVzsPsOrjsDsOYcnHjSRkb8LjDGLcoHFmlHvGnqOo1t6cdgoNisiuSwL82WK3Rte4tix6favcDAIt9ec7K2i81nBN+bef5xG8p+pxe6h2rdzn8Q9TgkIFQp1H7MLIZ0iO5lrAu0py+aPhcUIji7wiSTkdVFpsMiBC+ikcAaCtj89Dta0QULoHtCottrsy+TDHFiP6T+TwGPRBRA0BLNmVn5yGEwgagKkbLKp5tBc3dX2ngBTd937jwMj3A+g53y13nABV52cWu9sNGo74elFnnnic/MzBIuRSeguYl6aZ4tIZa19JafmqIWsLUmPvNdiv8cgZ/Z4/jcc9pE6HO15lCsR8ILQjkgeYRZrbfB/mO2BPhbYyiu83tQKr1jq0nlEMvy8OxGCBq3niY8eam4RbIl2OwFgh3yXE6z5DG4s3jrPLOeT/w5g1Sq4aj9rKpuFZ84VG+4gKni8gSs1fk1RUmhMftt4Ha46HXe7EvjdHG0QTkGA0k02ZjVTGHrssg13o7IVebli+BMz0bsnbQyIiyydTG93nEZozvVF48KuIQWWe/nHRfiJS3r60aKc4yZGB2QEVgEA3rDnliPduel60gKC3qZn5uHaQldiWqRIohDtIpSVwnTa/qmhdr4VHvkiQFUqirwmm80w7hkB3Dz5iNHI3arWXI1kJYKJu5LEQqm5szZB5AwXo3N/MpbcYzw+R4Y/FlSpr7SW5HXPIjDVP//sBn0oegeAKXCi0b5GPoY4Nhi6sYe93Ea7xjSnS4KkoUkxsLXxkeTWPeW5jlkwuYRzDUUKVYXaN2/zT8RP/IkAehYDXeKvwiTu+eCdsLG9v0CVknIjX9lVtf2m+ydA/UT0afTsO/8KF/Cp2/8cSRDejp7R/BgtBf7H2udLoHCj/8ji145IAsc6JaX/eYcbeRKlHudWNqEIfsAlP2ReRCXrVAv3Ba62aN009bLoDoglbUkJq3Snk1sk5EWIGaf3jU8rzfUenrzUhgTXnwa8Mj8xgEqgy/RHeNx6JdIVwL+oFgbKgIW1X+okysD0DnKRzwe7woSZXYGmes0hKZu3jp4JvaaP4ia5OlV4IdlhiYQ7eAv9VbnO3K1P7AGFY4TW3R+RZz3F0kZ6Sql8Ay2++dzbwY/vGYRp47MGLOCScRjLtjdcSeL6+F0fu4/Edn5zWCINEfqT/rOUmFVlQwPys1EJ7mdbkr+BgWwswJyHTC8hiAKnPGdRA2Ilt6G6D9gt02Cy+1rff9TgajkaWnjnRuMPrEBaRl5lXnZLPSIRSTXhg8zc8r4jbSyWvsm/HffJLPF+BLR9PsPzS6jjOsdUzKWH6M7TipsbhHhYdIDzqQjq0hMfnCOsPI9LGjqPsXYLAPCIQPvxHH4wxYPkr1REFXi125kQxm023rtmOOJdYeWZEqhk1Hk5dk9nuH+evTo4w5S002YcX8krOlb5vyOb2JOHOJHRxYDWP924acYOlsRBuGzJ6xmgyNixIakx0OI2TjclGen3lbf6gAx2HENOYzC3xo43udjC1RDPeArbQJfsv6NY7Nj2QaW/2dCpV2Ek4C74eTTix6EIUrc6UC2cIj4VJ9REmqJoMAOizR+lDuJG6YxsyT9X1qyFO5tJ5HrfDVxQqgPyK+E5IkLKBZD/ztu+izpCGc3rNBLJ7jmMch8zWxMzbRGidIXTMOmWMOx3c79opDfw4ii2ZQTYF77lHMWuqljtOBo+DOUopzGZFTPWWPmZ13omyZLWXkQuSdPujm9CJP9GyxqTnhMHLqi9EBjesLzRanCowAHJli/mRZfKlc7PCOeCBNGwlFezxr7nnPorx+CmF3y78CydbITeWaaJoIUcKiffe4iJXqErJwwIFfZN5ZsOkuXKlyEQQf2OBRJQnH04uWvkb0hyOJzgDTK56+3n19bqG7sKX5cK8WGsBUKPc6+FW4aQAZRJwYDV8lLnt1e+/yaxERQFGoNLwqT//qLStk++JkLtA23FMmYRbpI3X+A2YZ9Tazg0j52o68pLAEVAqpzU4sb7XaQE80+ZtqppZqXdyM7aaOjIFJCIkoBxBvbu6OnPrwUOv/q+rXJ3Gk6CK9szdOyofYTY/RcVClnUf7hVmF0YUMLaC46fwdIwo9OzazYJdFMiQ8Vb8V5D9HmCvZRY0+t7lQe2v1xJljWy8E3VEUpsuhBxFr4Lcc+9r0lUmQPM+gDzsmbHwM01og45WsCXQtA47UaOOMrIiQWtcsCeBk7+Rf7wZL1QsdOM09XtOT/h/VGhck3CakUBNeQxbCDUHAJWztgjSIPPQIpsKJjFl7cnmR6a0pxPBSYG3BJTBOWGmOBDTf4eph89uxCu9PrnHzeoWzpju0ZG/JTpQueQeYouzGY+lt/SF0igEI57kt/ELLowHDOyTv1Ja9+bQVvD2xDOsUuDANntMCQBiOIJgolsRk5D9GvEVx6oJP3KOVX+LL7dHdsbws0DPjNx3E28CKWk7wk7G0f2QsYU8Hs/SBUGLud5O89TIOUae0gHNVPPFPWB8nMLB/FisGkm+qS3jQb9TQo9HMp2P/esP8v/zGso8h0PxzaT/KjUwHEibNrHlpi3MsNw5mN9HwAllySJefYS1tZMHzAXGOpJkwOEig4yFKMyEowwvV42yUYWqHjAE5zyXFAzhEauP6rlHHU5hUjLYY/eqbi0RWIx08hOj2nhYKaGXjuvYQyf5TUHAqh/+aQJyHyD4yrQeYTu0a1W5mdrj6hlFBU1MUjZwqEGivCHfUmPUYU6YX7+cbx0k1hgs54x8CtU1p9LWZ61EdR2h+xh0BT4/Kt6zdT4YNH+TFpjATELeV/FjIX6NGpyr5q6t6zZkJ0T09yna1qjA8UM72FAQfl+Ylpt42e1OEFvQ1lMDQu75mVT8m73JRvMbqCLtB2nL3Nklara2vJFRVkyNWsVS66pOFse3+WZRzkpBbYNA9pdDdfx9y0WarGIRvyoBUKElyvZWqlkiGi6gWSUCzpoaw8gPqXy3sS20p5g/JEitOfDdTIrw0lniK7fck36LEIe+VTZALcb/mz+o0iK1t88mVe5Let9o6LkdL7rYbv416+A+eBTetoctpAV3h2IvZ4e08KBuRrdKycNvVFMWraOWB+A2VJKmm1M4jz31WjtQZYd0rBnZMC061r5iQkQgn3vfRa+t34tneqjX7eh1YhnOybzNmMUN3Z7it8Gd3lRdMGcs8rBaGr85Cywq57qfl9FEbzJBDln20jSBbjas01TR26RwmDTd4CKfzWQo5/djx+u9QR7y2f9v5kvF1pKj0V+6nHLA9o+SIzON3szLQauok9lZiizGakWasmQ42HNicUqfd7weC+vWDxaLQdpzQgEbM7puxLbkLBlBw0SoO13hcagY10RPjDSVJXSDdg4AzWR6CJwvGbMM5Bqisr+fzVbXPftiXBtC6l6bjSZPZveBMTpXCiag59WZJTUxaqIPY/nNfK6x3xgvfWz56LY9KVclVsneecW0yZSwaL+ivnvC8zGiWvBWq1mtpMbsJHqLBc/fjxXt8acBkoFmqSBIj0n35X613IHyVsPQVbVGc0qJEbu+lLLcfitg3oqSAu1RI+LzCwSRnXLiwyMKpyTq69OhDFbnvomRNTqwVFJuUF/2jCtzB1cDKxmF5rzICVkoEqXSFjTILn7DEJZCNSgpAKAe6uhKDfA6yqr5Fhp8KLNyYvTKwHs7I9XeXj5/j+LHSDBgJxn6mQWO+NyemNeLAx1i7kpuoO4XuWaB47BHzufiu/FzhmO/zJF4wjvSj+UDgVHO+vQXGBQdgrbg3B1yAexfgC3qkbVXguWq1StXvIZdc3K7GS6Yl6GEBc18GyFqqYidzeuIP6AXJtM+WLlHWikSRZXOM4DfVxFiKOp8Hw0RwxQMeWD9oCDNywZU22clxR1OPNGrUzR1UWwEzWuF7vEUoSwhwRchBaTrzAgeweqf6PiO7fr3T1CYBB74Kv0rgsGQR83f0xk+aucgzM9VRy1O3F+1gEvvwAIa45v6fu1cKIs1jKLhMmoYe+h3HhcySEU6BsStng4j0TUPAE2AJUVbDSSjuXklSbDY+rVHrTrVjFStS4JvcyvNGmnS+3qNKlxUWZapItb3UH6AYDVyfq9fdJUTxZkcEgGZG6gpb3o2QTFXwfjp117rXOMSt0TVRc233/rxzsLc9Ss6Dj2lkesO8ZN4suA1ggg+xa2IIYcOO7pBR0iPw+qIceJaIhX8NsKdGK+s36IrXtyyntQMC/poF7+LDcvkZSGqtCelK2w/norB3HKTfBjDGUp8C2zayM07FUcX4a2bierAsawvkcFx2qqfkDsCuZ4PiZle0xiPtO+NGJ25/8TNHwsHwOkFleQ7bwE5Ux/ffymJYsRDxkg4U

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