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Let’s get serious about improving the customer experience - Zendesk - ContactCenterWorld.com Blog

Let’s get serious about improving the customer experience

A smooth customer experience calls for a tailored and proactive customer service, the kind that anticipates the issues a customer may have. Feeling like their hand is being held through a situation inspires both comfort and confidence in customer service. Unfortunately it’s common for customers to feel as though they’re helping the agent solve an issue or, even worse, feel like they’re guiding multiple agents towards a solution. It’s not surprising that 89% of customers get frustrated when they have to repeat information to multiple service representatives.

Companies know how imperative it is to better understand how their customers interact with their brand so they can provide a better customer experience. The Gartner report “Customer Experience Innovation 2017” found that many companies are looking to do just that. 41% of those they surveyed said they plan to increase their investment in customer analytics to better understand their audience.

But how to successfully do so? It can’t be done by a single department, it takes buy-in and a cross-functional effort amongst various teams. The different metrics and technologies that measure Customer Experience can be linked to financial indicators (like revenue). To prove the ROI of new data-driven strategies require the sort of stability that only an entire organization can support.

What’s the future of Customer Experience?

It’s an almost daily occurrence now to hear of advancements in AI and how it can solve many of the problems that companies face. According to Gartner, 55% of organization will be implementing machine learning (ML) in some way in the next 3 years. Machine learning has the capability to automate the way that simple tasks and easy questions are dealt with. For service agents, this means their workflow will be more streamlined and they’ll have more time to spend on complex tasks. For the customer, it means faster and smarter self-service support.

Gartner’s report on “Customer Experience Innovation 2017” gives insight into the new analytic processes and technologies that will drive ROI in the near future. The strategy of better understanding customers and implementing the right measurements via AI are what will be key for improved Customer Experience.

For a limited time, you can download Gartner’s “Customer Experience Innovation 2017 - AI Now on the CX Map”.

Source: https://www.zendesk.com/blog/lets-get-serious-improving-customer-experience/

Publish Date: May 26, 2017 5:00 AM


2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
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
 



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