Nowadays, customer service is more than just responding to queries; it’s a full blown strategic department aiming to strengthen the customer experience. Yet delivering experiences that consistently impress the customer and stand out from the crowd remains a difficult endeavor for most contact centers. Executives are placing bandage solutions on problems and failing to realize that it’s a marathon, not a sprint. CX management is about managing customers, processes, agents, metrics, and technologies – these things just can’t turn around overnight. Although it requires a tremendous amount of time, effort, and attention to detail, the upside is worth the investment. Companies that excel in delivering a superior customer experience realize a growth in revenue and earn stronger loyalty among a customer’s lifetime.

If your serious about building a compelling customer experience, it’s time to develop thorough, well-thought out answers to these three critical questions. Continue reading →