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Digital customer service channels to blame for poor CX? - Synthetix - ContactCenterWorld.com Blog

Digital customer service channels to blame for poor CX?

Customer experience in one industry sets the bar and shapes expectations for all experiences. This has never been more true and applies to many aspects of our lives.

I wonder how many people have walked into a hair salon, clenching a photo of what they would like their hair to look like, just to walk out crying, disappointed that their expectations were not met in the mirror? And how many blame the hair dresser’s skill, not the fact that maybe the style or colour just doesn’t fit the shape of their face or skin tone? This begs the question: Should a stylist simply follow instructions from the customer or should they advise (as they are the experts) customers to try something more suitable?

Customer support is not exempt from customer experience or expectations. And businesses have responded offering a plethora of communication channels to customers for support. Why is then that managers are struggling to tie tech investments to improved operational outcomes or the growth of their business through efficiencies and improved customer experience?

It has become increasingly apparent that many channels are being bolted on with little or no consideration for how they are integrated with the rest of the organisation. For the customer, the existence of siloed channels can be apparent in a variety of ways, such as inconsistency in actions from channel-to-channel; different tone of voice; duplication of messaging; or having to start the conversation anew every time it shifts to a fresh channel.

With a huge 82% of customers having stopped doing business with a company because of a bad customer experience, the message is clear: Organisations that cannot provide a seamless experience across multiple channels are in danger of losing customers to those businesses that can.

These free guides offer practical advice from improving agent productivity, NPS or CSAT scores to busting the operational silos to deliver consistent customer experiences across multiple channels.

  • Murder on the dance high street shop floor.
  • Web chat - 5 killer reasons why you are doing it wrong
  • Virtual agents - to bot or not?

Source: http://synthetix.com/blog/EN/posts/Areeffortstoreducecontactcentrevolumesharmingyourcustomerexperience.html

Publish Date: April 16, 2018

2023 Buyers Guide
Get Listed
Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)
6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 


View more from Synthetix

Recent Blog Posts:
Contact centres winning the battle of CXSeptember 4, 2018
Waiting staff ‘lovin’ their new AI-powered chatbot.September 3, 2018
Repurpose digital assets to deliver relevant answers.August 31, 2018
The dawn of a New Contact CentreAugust 21, 2018
Virtual Agent pioneers celebrate 17 years of AI-driven solutionsMay 14, 2018
Digital customer service channels to blame for poor CX?April 16, 2018
Floods of customer complaintsMarch 5, 2018
Snow day should not equal icy customer supportMarch 2, 2018
Synthetix self-service and knowledge software offer to U.S. utilitiesJanuary 10, 2018

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