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10 ways to improve customer experience - part 2 - Netcall - Blog

10 ways to improve customer experience - part 2

In our last blog we gave you our tips to improve customer experience, from a recent webinar in association with Call Centre Helper. If you missed the last blog, click here to recap. In this blog we summarise points 6 - 10. Click on the title to learn more about each one.

6. Update your queue handling by using customer focused options.

Your customer's experience starts as they dial and come through to your IVR. Using ‘press 1 for…’ (DTMF) is no longer a customer-friendly option as many will be using mobiles. Consider using speech recognition instead, so your customers can ask for what they want.

7. Plan for end-to-end technology.

With so many technology vendors, it is tempting to add a single-purpose solution. This is a bit like using technology as a plaster. You may gain small improvements but the lack of integration will affect your customer experience. Take a step back and consider your whole strategy.

8. Improve service and productivity with a 360° agent view.

67% of agents use 3 or more applications.** This slows speed-to-answer by 73%, call abandonment rises by 34% and wrap-up is 23% longer. A 360° agent view gives them all the information they need at their fingertips, improving CX and performance.

9. Use Agent Guidance to enable teams to multi-skill and multi-task.

Your contact centre answers many queries on wide-ranging subjects. So training your agents for every task and outcome takes time. Agent Guidance makes it easy. It allows you to offer faster, high-quality training and then on-going support at their desk.

10. Quick wins

  • Test all contact journeys - Don’t wait until a customer complains. Regularly test your contact journeys and fine-tune the routing. Including prompts in the queue and on the web.
  • Prioritise messaging by urgency and importance – Use your IVR menu to identify the highest priority. So you can deal with the most urgent customer needs first in the menu.
  • Use callbacks and web abandonment – Use callbacks to reduce your call abandon rate and avoid keeping your customers on hold for long periods of time. Cart abandonment on your website can also increase your revenue.
  • Test web forms to avoid complexity – Ensure your web forms are easy to use and only request exactly what you need to know.

You can also watch the full recording of the webinar here.



Publish Date: April 11, 2017 5:00 AM

2021 Buyers Guide Visual Communications


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

SJS Solutions

Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.

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