Most companies look to the measurement of CSAT (Customer Satisfaction) as a metric for determining how effective their contact center is, or is not. But what does that really mean? Does it tell you anything about the customer? No, the measurement simply tells you if you met the customer’s expectations. But how do you meet every customer’s expectation when each is unique? In today’s marketplace, consumers are demanding more and more from their contact center interactions. They want timely and accurate resolutions to their ever-changing needs.
Businesses experience many challenges in their contact centers as they try to provide the best customer service possible. In a previous blog, we covered the challenge of attrition in the contact center. (http://www.blueworx.com/resolving-the-contact-centers-top-challenges-with-ai/) An additional factor in keeping customers and employees satisfied and engaged is the self-service experience.
Contact Centers experience many challenges across business units as they try to satisfy customer expectations. Keeping your customers happy and loyal can be a huge differentiator for your business. On the other hand, keeping your agents happy and engaged is another challenge that is often overlooked when talking about customer experience.
Imagine this for a moment. You call into your local bank or financial institution outfitted with an interactive voice response application that is set up to quickly and properly direct your call. This scenario could possibly go in a couple of directions – good or bad.
Your call flow then offers what seems to be a list of generic options – none of which are really what you are looking for. You repeat the menu again, only to be frustrated when nothing matches what you are calling about. The next and seemingly only option left is to just press zero, hoping to get to a live agent. This process translates to lost opportunity and lost money, not to mention an unhappy customer and agent.
What if that experience could be significantly different – even enjoyable? Imagine you call into your bank and are greeted in a more natural conversational manner. You hear something like “Thank you for calling. Please tell me how I can help you today. Say: check account balances, verify deposits, speak to a banker, or something else.” You are able to talk in a more natural fluid manner to ask for what you need – and most likely you’ll get somewhere. As always, you can opt out for an agent, but you are more likely to hang on the line and be routed properly.
Great service means going the extra mile to surprise and delight customers. It has often been said that the customer experience is the battle ground for winning customer’s hearts and loyalty. So what do customers really expect these days and how can businesses really measure up? It might be as simple as getting back to the basic building blocks of customer interactions: speed of service, knowing your customers, owning up to mistakes and recognizing that you should always err on the side that the customer is always right.
The amount of data we deal with every day is growing at a staggering rate. The issue then becomes the management and security of that information. How do we keep this ever increasing amount of data safe and prevent fraud? We need to become smarter about which technology we use to secure the data while still being able to access it when required. Enter Artificial Intelligence (AI). So, how do we use AI to the benefit of our overall security protocol?
We are all exposed to some form of Artificial Intelligence (AI) on a daily basis. Whether we employ it for personal projects with Siri, on our device’s software to efficiently tag photos, or at the office with the likes of Watson or Alexa, it is obvious that the Age of AI is here.
Heath Terry, Head of Internet Research at Goldman Sachs, states, “We’re going from a world where people give machines rules to a world where people give machines problems and the machines learn how to solve them on their own.”
Are your customers being greeted in a friendly and professional way when they contact you? You know – like those folks that stand at the front of the store and greet you with a big smile and welcome you. A kind greeting or “can I help you find anything” can make your trip and experience great.
We have all had good and bad encounters in brick and mortar stores. So what about when your customers call, email, or use chat on your website? Are they being greeted professionally? Does the voice that speaks to them and directs them match your company brand? Most businesses understand that branding is important in any advertising and in the performance of online content, so why not consider ensuring that your IVR voice is consistent with your company brand as well.
News Analysis: Blueworx, the New Name for WebSphere Voice Response
An Opus Research Report (PDF)