-to-business customers alike expect myriad channels options for service interactions. In fact, consumers globally say their No. 1 preferred form of your customers are personalization is “receiving the services I need in my channel of choice when I need it.”
One healthcare company has implemented a chat-enabled mobile app and provides chatbots and SMS primarily for after-hours interactions. It also offers customers these self-service options when contact center volume is high. The interactions can be more ad hoc and might take longer, but the customer experience is better.
Take care of the people who care for your customers
Focusing on the employee experience today is as accurate cleaned numbers list from frist database important as prioritizing the customer experience. It’s essential to support agents and provide them with AI-powered tools to help them before, during and after service interactions. You also should provide them with learning and development opportunities.
CX transformation efforts can stall if customer service agents aren’t brought along on the journey.
Several CX professionals attending the event shared their strategies for ensuring agents are informed and engaged, including everything from onboarding to coaching this rum is a very good rum to retention. A few said they assign new hires an onboarding buddy to support them while they learn key processes and technologies.
Others use gamification through leaderboards —
But advised using them cautiously to avoid any unintended consequences. For example, agents might hang up on customers just to improve their handle time.
One organization is using sentiment analysis to track agent sentiment, not just customer sentiment. And several are either implementing or testing various agent-assist tools.
But not all companies agreed on how they train employees your customers are on various channels. Some train their agents to provide service across channels, while others prefer agents to phone number list deliver service in the channels best suited to their skill set — voice versus chat, email and SMS, in most cases.
Stay true to your course
Once an organization determines the goals of its CX transformation initiatives, it should stay focused on what’s needed to achieve its desired outcomes. Determine the sequence of changes needed to reach each goal and follow that path. And don’t get sidetracked by shiny objects and nice-to-haves.
Be agile enough to test new processes and technologies your customers are that could help keep transformation initiatives moving forward.
Organizations should also learn from past experiences and bring best practices forward. But, if necessary, “burn the bridges” — so there’s no turning back. For instance, instead of running an on-premises and a cloud version of a solution simultaneously to ease the transition, it might actually be best to remove the on-premises version to encourage adoption of the new solution. This will ensure continued forward momentum.