Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. For example, a marketing event promoting a product sale would be an easy predictor for an influx in calls, whereas an unexpected power outage or sudden bout of the flu in the contact center isn’t something that can be readily planned for. Or is it?
Tag Archives: customer-journey
This post has been updated for 2020.
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Top Customer Service Conferences for 2020
Have you been searching for the best contact center and customer service conferences to attend in 2019? Well, look no further: You’ve come to the right place.
Sure, you could watch a few evocative highlights on YouTube instead, but attending conferences in the flesh still provides far more value.
We’ve made the case before that conferences offer customer service professionals a host of rewards, including valuable knowledge, product exposure, and the opportunity to build new relationships.
The following conferences give you a front-row seat for hot-topic, contemporary customer service trends and how to take advantage of them; this could be anything from AI to advances in live chat. For 2019, we have hand-selected a list of the “must attend” customer service conferences based on overall quality, content, network opportunities, and potential key takeaways.
It’s that time of year again, the holidays are creeping in, and before you know it frantic shoppers will be soaking up those Black Friday and Cyber Monday deals; soon enough everyone will be in shop till you drop mode. Whether you’re purchasing for your first cousin twice removed, or your Rolex wearing manager, the holiday season usually requires a great deal of customer service support. With so many people in the same boat, at the same time, it’s important that businesses have the necessary life preservers to make it out of the holiday season alive. Even retailers that staff up during the holiday season need a little help keeping pace, especially as the demand for ecommerce grows.
The influence of online shopping has a tremendous effect on customer expectations, and the customer journey. According to PwC, special holiday shopping days are moving online. Nearly a third (30%) of consumers plan to do the majority of their Black Friday shopping online, and another 30% will combine online and in-store shopping, while just 19% will shop only in-store.
Having an omni-channel contact center is becoming increasingly important as channel options are diversifying and consumers are using more touch-points to interact with companies. Consequently, 87% of customers say brands need to put more effort into providing a seamless experience across all channels. In order for businesses to remain competitive, reduce customer churn, and drive sales, contact centers must optimize their cross-channel experiences. Continue reading →
The multi-channel customer experience has raised a number of questions about how call centers should effectively measure the customer journey. More than ever before customers are moving across channels and devices to find support and purchase products. Whether it’s the phone, chat, social media, web, messenger or any number of channels, customers are doing a lot of things, in a lot of different places. Are all these touch-points working in synchrony, or are your customers pulling their hair out when they navigate from one to the other? That’s where customer journey tracking comes in; businesses can begin to understand their customer’s behaviors and uncover details that they otherwise wouldn’t catch. It can also measure how well each of these channels are working both individually and holistically.
Here are 4 risks you take by not making the customer journey a priority: Continue reading →
“Ten years ago there was no web chat, smart phone apps, social media, and very little email. Today, digital interactions account for over 35% of all interactions and, at the current rate, will overtake voice in two year’s time.” – 2015 Global Contact Centre Benchmarking Report
Seeing as digital channels are still in their relative infancy, we can deduce that the customer experience will evolve in ways that have yet to be realized. It takes time, effort, and extensive customer listening to truly smooth out the kinks in any customer journey. Which begs the question: Will you be a party to that change? Today, 93% of corporate leaderships place customer experience improvement on their list of strategic priorities. Saying this I’m reminded of the most recent episode of ‘Silicon Valley’ where Pied Piper’s UX design falls completely flat (500,000 downloads returned a measly 19,000 daily active users). And although the technology itself is brilliant, the everyday consumer wouldn’t know that because the user experience wasn’t clear, leading them to abandon the product completely.
Customer experience should create a flawless journey for customers, where every action they take has a viable reaction. But how can you know what changes your organization needs to make this happen? Here are few ways to stay in-tune to your business customer experience outlook: Continue reading →
Something serious has come to our attention: Some organizations still don’t know the difference between customer service and the customer experience for the contact center. Let’s start by saying, we know there’s a linguistic confusion, and we can go ahead and blame the English language for that. However, the function of customer service and the customer experience (although they often work together) are two very different business strategies. Here we’ll decode these often-confused terms so that your organization can learn to prepare and strategize for both properly. And even if you’re well-versed on these two subjects, it’s important to remember that technology has made them ever-changing and they might be worth a quick refresh.
Let’s get started with a quick donut analogy…. Continue reading →
Picture this: Rows upon rows of cubicles, bright fluorescent lights flickering on the ceilings, a host of customer service agents answering calls robotically from frustrated customers. That’s what we normally envision when we think of the contact center. We see it as a cost center rather than a service center.
Now, let’s paint a different picture; one where the call center is used to harness the customer experience and build lasting relationships. Seem impossible? It’s not! Using these seven tips, we can creatively transform your customer service vision and turn your contact center into a haven for great customer experiences. Continue reading →
Are you ready to shift your customer experience management (CXM) into high gear? Customers are more demanding than ever, and with endless channels to vent their frustrations (and applauses) through, it’s your job to stay sharp and navigate the customer journey effectively. In addition to this, Salesforce reports that “89% of customers have stopped doing business with a company after experiencing a poor customer experience”.
We see you sweating. Don’t worry. In this blog we’ll share a collection of customer experience cheat notes to help you manage your KPIs effectively. Continue reading →
The customer experience is integral to the success of any business, but with competition stacking up across every industry, improving CX has become more important today than ever before.
Let’s start off by defining what exactly the “customer experience” is and why you should care about it. According to SAS, the customer experience is “…your customers’ perceptions – both conscious and subconscious – of their relationship with your brand resulting from all their interactions with your brand during the customer life cycle.”
So, why should you care? Well, here are some important stats to consider: Continue reading →