Throughout May, our readers are learning how to best wield the latest technologies to improve their CX. First, Brendan and Heather offer insights on data management in our centers. Next, Margaret makes the case for video messaging and how it can aid your agents in providing great experiences to your customers.
Another popular topic this month is Voice of the Customer (VoC) programs. Chris explains what these programs are and why they are essential for understanding your customers. Then, Matt touches on how automation can improve the agent experience, and in turn the customer experience, by increasing efficiency.
Our readers are also busy testing their skills in April’s Pipeline Puzzle: Rehumanize Yourself. Enjoy this month’s articles and our Pipeline Puzzle!
April Pipeline Puzzle: Rehumanize Yourself
Take a crack at April’s Pipeline Puzzle: Rehumanize Yourself, brought to you by Tiffany LaReau and Human Numbers.
Managing the Data
If customer interactions are the lifeblood of organizations, pumped through their customer engagement hearts, whose muscles are live agents and automated applications, then data are the individual cells, carrying the vital information the organization needs to thrive. Effectively managing that data, so that it gets to where it has to go, and without blockages or other issues, like security that has potentially serious consequences, is key to corporate wellbeing.
Seeing a Better CX
Good customer service is powerful. In addition to building trust, a positive customer experience (CX) drives loyalty and retention. Existing customers are more likely to try new products and their purchases have a higher average order value than new customers. And nearly 95% of customers who give a company a “very good” customer experience rating are likely to recommend that company.
Raise Your Voice!
Brands rely on data to understand the customer journey, resolve friction points, and surface opportunities to shape and improve their product or service. Data helps identify what customers need or want from your brand and their customer experience (CX) preferences, a foundation that guides strategic changes you can make to increase customer loyalty.
Better Automation Makes Better Agents
If you’ve ever called customer service to dispute a bill, cancel a service, or return an item, there’s a chance the conversation could end in frustration. If it did, your first instinct might have been to blame the agent, but it may not have been the agent’s fault. Maybe the agent just didn’t have the organizational support needed to resolve your issue quickly and completely, and to also make you feel like a valued customer at the same time.
