improve-customer-experience

Have you ever wondered why credit unions continue to rank the highest for customer satisfaction compared to other financial institutions? The reason for their continued success is simply because they work diligently on building a strong customer experience for their members. But when unpredictable events occur, even the best in the industry need a helping hand. Dealing with a spike in call volume or a shortage of agents can be detrimental to the call center experience. The result is typically a rise in hold time, an increase in abandonment, angry callers, and stressed out agents.

Fortunately, there’s an easy and affordable approach that call centers can take to protect themselves against these common scenarios. 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 →