Within my five-competency customer experience framework, I often call No. 1 – honor and manage customers as assets – the “clincher competency.” This is where you begin to move customers away from being perceived as a cost center and towards being perceived as assets. Let me explain a little bit about what I mean.
If I go work with a company on their customer experience delivery, oftentimes I ask executives if they know the volume and value of their new customers. Do they compare this data monthly? Weekly? Annually? Can they contrast it with the value of lost customers?
The reach of Pokemon Go extends beyond being just a mobile game for kids and teens. Middle-aged adults play it, Millennials play it, and based on the numbers there is a good chance that you play it too. As the digital experience that went mainstream in a few short days, Pokemon Go is by far the most addictive game being played today and the one almost everyone is talking about.
In a world of cloud-based systems, integration with cloud-based customer relationship management (CRM) solutions are a must have. Cloud technology is designed to be easy to use, customise and scale. In the digital age, everything needs to be intuitive and at our fingertips. A contact centre provider integrating with your CRM solution is the only way you can have it all.
Let’s start from the beginning. The customer lifecycle is the journey each customer experiences through deploying a new solution to achieve a positive outcome for the business. A crucial part of this journey is getting started on the right foot. This includes preparation and taking all the proper steps to make sure the customer is satisfied throughout the journey. Successfully navigating through a customer lifecycle will develop a strong relationship that requires continual focus and attention. This relationship is derived from services which include; deployment, adoption, implementation, and continued support.
Customers calling into your call center are likely doing so because they are unable to sort out a problem on their own, they require technical assistance or assistance is required to complete a transaction. No matter the reason they’re calling, when they do connect with an agent they expect representatives to be courteous, professional, and knowledgeable and provide quick resolution to their issue.
Agent training often targets product knowledge, efficiency and customer service basics, but these skills are can either be hurt or helped, depending on the CRM software your organization is using. Delivering excellent customer service means agentsÂ need quick access to customer history, billing and shipping information, and current service and product information. Continue reading →
As we’ve discussed in previous blogs, ICMI research has found that contact center agents have the greatest potential to affect the customer experience. Furthermore, the same research found that the greatest positive impact on agent performance hinges on the necessary tools agents need to effectively perform in their position.
So how do you achieve better performance and higher productivity from your agents – to ultimately improve the customer experience? Continue reading →
Contact center agents often take the brunt of angry customer interactions. As self-serve options become increasingly common, the reasons behind a customer communicating through phone or chat are changing. What this means for the contact center is Continue reading →
Contact center agents are the frontline of your company, and they have the greatest potential to affect the customer experience. In order to best make decisions about the frontline, it’s important to understand the DNA of the work they do, how they are compensated, motivated, stressed, and affected by decisions.
ICMI and Five9 recently published a study that indicated that most agents may not be that much different from a historical version of you. Continue reading →
Companies with a reputation for excellent customer service become the gold standard that everyone measures themselves against, for example, Amazon.com and Virgin America. Their excellent service and the low effort required for customers to get answers sets them apart from their competitors and builds raving fans out of their customer base. Yet the needs of contact center agents in any industry — the very people responsible for nurturing the customer experience — are often overlooked. Continue reading →