agents with on-demand, best practice coaching packages that bundle personalized feedback, video, Web-based content, and interactive materials can greatly improve how agents are able to use the information to improve efficiency and effectiveness.
Integrate with the Funnel
The customer experience does not end with the contact center. Ensuring that sales and marketing teams are given access to the data collected from the contact center is a great way to ensure that changes can be implemented across the entire organization at any point during the customer life cycle. This integration is vital as it aligns sales, support, marketing, and the product teams to ensure that you are not just serving the customer, but creating an exceptional customer experience that leads to a long-lasting customer relationship.
Humanize the Experience
Ensuring that customers get the help they need in the most efficient way coupled with a humanized approach to the solution will achieve a positive experience more quickly than any automated process could. While IVR and self-help solutions are an integral part of today's customer experience, once a customer dials the support phone number, he or she wants to be assured that an actual person is able to help. Empowering employees to be authentic can do this and also ensure that the specialists on the team have been identified and are able to process the overall volume they might face.
You want repeat customers, which is the goal of any organization. Having a great self-service area on your Web site is the right idea. But when customers can't find an answer to their issue, they will turn to your call center as a last resort to resolve their issue or answer their question. Measuring customer experience though the data captured through call interactions is key to customer satisfaction and creating repeat customers. Ensuring that you have the right tools in place, as well as the right information about interactions to create a customer for life, is vital.