Your organization should be channel agnostic, making sure that customers interact with their preferred channel.
Start moving away from the old stodgy IVR and invest in the newest self-service technologies. Most customers love to text so should an intuitive Chat-bot be a part of your CX? We think so...
Stop just measuring telephony KPI's (SLA, AHT, ASA) and start to look at customer and agent analytics data such as sentiment scoring.
We need to listen to both sides of the conversation, not just metrics the call center can easily control!
MEasure the Proper KPI's
Speech analytics allows for true "Voice of Customer" data to be analyzed in the form of key words and phases. Use this data to make pivots and improvements to the customer experience beyond just the call center.
Listen to your customers with speech analytics
Your people still determine the end experience. Educate them not just on what buttons to push or what screen to be on but how to talk to the customer. We dont talk anymore!
How are you going to engage, delight and make a memorable experience? Educate, Train, repeat
Train, Educate and do it again!
Five Steps to the Perfect Customer Experience
Expivia's guide to five steps your call center should look at when developing the perfect customer experience.