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CX Management and why it should matter to you - Telnet - ContactCenterWorld.com Blog

CX Management and why it should matter to you

Customer Experience Management

 

What is it?

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Let’s break it down.

Customer Experience is the experience or feeling that customers get when they have an interaction with your business.

Why does it matter?

This is where Customer Experience Management plays a role in your business. The needs and wants of your customers will always be changing, as the experience should be.

The ‘management’ part of this is asking what your customers want and need from your business and then making sure that the ‘experience’ is catering to this. These needs change over time, and so should your approach.

Think about it, once you have a business up and running, are you still asking what the customer ‘wants’ or ‘needs’? Or are you keeping to your tried and true method and not changing the way you approach your Customer Service? This is something that needs to be managed to ensure that your business is changing the approach to Customer Experience, at the same rate as what needs are changing.

How can you utilize this?

When in business, it is easy to fall into the method that has worked for you since a long time ago. But, the world (customers) is something that is ever-changing and that same method or approach may not work anymore. This is a common pitfall for businesses, where they get surpassed by a newer and younger company that has done this investigation and know what the current market is expecting of you and your business.

Source: http://telnet.co.nz/uncategorized/cx-management-matter/

Publish Date: April 28, 2017 5:00 AM


2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 



View more from Telnet

Recent Blog Posts:
Customer service is a feeling not an actionAugust 29, 2017 5:00 AM
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2017 CX so farJune 6, 2017 5:00 AM
Inbound Vs. OutboundMay 25, 2017 5:00 AM
What can ruin the Customer Experience?May 19, 2017 5:00 AM
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CX Management and why it should matter to youApril 28, 2017 5:00 AM
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