Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

The Do’s and Don’ts of Customer Experience Management - Jacada - ContactCenterWorld.com Blog

The Do’s and Don’ts of Customer Experience Management

The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do.

In our previous blog, we spoke about the importance of having a customer experience manager (CEM), what this job entails and the kind of challenges such a person would face. We follow that up today with a look at some of the key “do’s and don’ts” that accompany taking on the role of a CEM. Naturally, while the points outlined below are areas of focus for the CEM, it goes without saying that part of the CEM job description is to ensure that all employees who work under them also make sure that the do’s are done, and the don’ts are avoided.

DO:

Be proactive. This means focusing on proactive customer engagement, particularly as it relates to social media. An unhappy customer that turns to social media will have a much larger audience than one that simply shares such an experience verbally. This means monitoring the various social platforms closely and listening to conversations that are being had by both customers and competitors, in order to get ahead of bad experiences before they occur. This will create a form of predictive customer service, and should ensure that even customers who have a problem with the organization come out of the experience feeling positive.

DON’T:

Underestimate the customers’ inexperience. One thing you must never do is underestimate the inexperience of your company’s customers, even though it is expected that modern consumers are more sophisticated and technologically savvy. Despite consumers’ increased skills, the CEM still needs to make the process of contacting the customer service center as easy as possible. This means ensuring that the customer service center utilizes as many channels as possible, so that however the customer chooses to contact the business, they are able to do so with ease. Making sure that your customers have easy access to support is, after all, a key part of the CEM job description.

DO:

Respect your customers. Respect is critical if you hope to build long term relationships with them. You want to make your customers feel both important and valued by the business, which means making sure each and every customer receives the proper attention from someone who has a polite and friendly attitude. Demonstrating that you really care should not only leave customers feeling more fulfilled, but should also lead to both increased loyalty and brand advocacy.

DON’T:

Be indifferent. Indifference is the arch-enemy of good customer service, as it is a clear indication that your enterprise no longer cares. While there are many reasons why agents – or even the CEM themselves – may have an ‘off’ period where such indifference creeps in, it is critical to nip such attitudes in the bud. Ultimately, it is the job of the CEM – and by extension, the agents who serve under them - to take on the customer’s burden and make any problem they may face your problem instead.

DO:

Be honest. This entails being fair when it comes to issues like pricing, additional fees and other types of extra charges. It also encompasses establishing transparent return and refund policies and means focusing on delivering timeously and responding or following up when you say you will. In effect, this means always doing what you promised. After all, nothing destroys trust faster than broken promises.

DON’T:

Ignore customer feedback. As a CEM, it is vital that you always listen to your customers. If a consumer has made the effort to share an opinion about their experience with you, keep an open mind about it, as any suggestions or feedback will prove useful in improving your company’s service. More crucially, make them aware that you are taking their feedback into consideration, as this will let them know that you care about what they think and expect of you.

DO:

Put yourself in the customers’ shoes. One of the best ways to understand the customer, and thus serve them better, is by putting yourself in their place, before addressing their request. It is always important to understand the feelings of frustration experienced when something goes wrong and – more pointedly – how irritating unsatisfactory customer service can be. Understanding how the customer feels and what your service department looks like from their perspective is critical to getting your customer service approach right.

DON’T:

Treat customers as mere transactions. Nobody likes to feel like they are no more than a number to a large corporation, especially when that number is usually delineated in dollars. While the money side of the equation is obviously important to the business, you want to put the customers’ well-being front and center. If you do this, you will be well-positioned to build strong and long-lasting relationships. And such relationships inevitably lead to greater customer spend anyway.

DO:

Remember to express gratitude. Thanking your customer for their feedback, or their loyalty, or a myriad of other things will make them feel appreciated by your brand and will make even a less-than-stellar customer experience feel good. Saying ‘thank you’ to those who support your business takes little effort, and the rewards tend to be exemplary.

DON’T:

Be afraid of complaints. However good your service is, there are going to be occasions where there is a service failure - after all, it is impossible to satisfy all of the customers all of the time. Although this means that complaints are inevitable, it doesn’t mean you should fear them. Look at a complaint as an opportunity to find and fix a problem. Every complaint is directing your attention to an area that needs improvement. Therefore, every complaint should serve as the foundation of an even better customer service.

DO:

Ensure employee engagement is maximized. Remember that the more engaged your employees are, and the more they are privy to the company’s customer service goals, the more likely they will be to deliver a truly exceptional customer experience. Getting employee buy-in to your customer service goals will mean they are more empowered to solve problems, and thus provide customers with the kind of service that ends positively for everyone.

In the modern world, phrases like ‘the customer is king’ have become seen as little more than a cliché, but that doesn’t stop them from being true. A good customer experience manager, one that focuses on the above do’s and don’ts, should be able to build a customer service department that turns this phrase from a mere cliché into a truism instead.

[About the author] Kevin is an advocate for effortless customer experiences and quick customer resolutions. He is driven to help Telcos & Retailers as they deal with the need to change digital habits and increase utilization of their assets. He has a background in marketing, public relations and advertising and has a firm belief in the mission of Jacada. He is an Atlanta native and Georgia State University graduate who loves competition and is passionate about his family, his work and his dog Peaches.

Source: http://www.jacada.com/blog/the-do-s-and-don-ts-of-customer-experience-management

Publish Date: August 30, 2017


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

8.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

9.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



View more from Jacada

Recent Blog Posts:
5 Ways Intelligent Automation optimizes customer AND agent experienceOctober 18, 2019
What's a Multimodal Customer Experience?October 15, 2019
Why Isn't Natural Language Understanding...Natural?August 29, 2019
Interactive Video: The Rise of RPA Bots in Customer ServiceAugust 28, 2019
Your Front is different than your BackJune 6, 2019
Obstacles Contact Center Agents Come Across During InteractionsMay 23, 2019
Smart Solutions Resolve Call Center Operational IssuesMay 21, 2019
Companies Push for Digital to Enhance Customer JourneyMay 16, 2019
Companies Use AI to Enhance Customer Service ExperienceMay 14, 2019
Has Intelligent Assistance entered the trough of disillusionmentApril 11, 2018

ABOUT US IN 60 seconds!

Industry Champion Award Leaderboard

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
session userid =
session UserTempID = 8c3d6cea-e00c-4d1f-8d50-c7549a88d580
session adminlevel =
session blnTempHelpChatShow =
session blnTempHelpChatShow =
session Country = 15abe8f6-2a8f-4dc5-9070-6cdf51b7a853
session cookie set = True
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =