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Article : 5 Expectations of Modern Customers

#contactcenterworld, @inContact

Author: Gayathri (G3) Krishnamurthy, Product Marketing Director, NICE inContact

Businesses today are chasing a moving goal post – exceptional customer experiences. Modern customers apply a single standard to rank companies based on the experience they receive -- no matter the type of company or the interactions channels. In that sense, every company is now a competitor looking to differentiate with great customer experience. Contact centers, therefore, need to keep a close pulse on customer expectations in order to ensure they’re delivering best-in-class experiences.

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Here are some of the most prevalent expectations of the digital-first customer, and few ways to manage them more efficiently:

  1. Save my time. Customers put a high value on their time, so providing self-service options can help them quickly resolve low-complexity issues. For complex interactions, look at options to reduce wait times to connect to agents by leveraging global routing across your contact centers. That can get your customers to the right agent at the shortest time, leveraging agents across the globe.

  2. Resolve my issue. Ultimately, what matters is the result. Provide contact center agents with efficient and effective tools so that they can get all the data they need. Maybe it’s customer identity profiles or past purchase histories, which help create a more personalized experience. Quick and seamless access to this information in CRM, order management or billing systems can ensure agents have what they need to be the best resource possible.

  3. Don’t transfer me. Nobody likes to repeat themselves, so transferring customers repeatedly can be a huge detriment to customer satisfaction, loyalty and advocacy. Leverage technologies like integrated unified communications solutions, that can bring live subject matter experts into a conversation early.

  4. Meet me where I am. Social messaging, text, chat, video – there have never been more ways for the digital-first customer to connect. Choose the channels that matter the most to your customers – make sure to offer service channels where your customers are, not necessarily the channels that lower your cost or what you might consider "cool".

  5. Listen to me. The last thing you want is to appear tone-deaf to the needs of customers. Leverage direct feedback through voice of the customer tools to better understand what is working and what is not. Take this a step further through advanced analytics that can even identify frustrated customers. When integrated with advanced quality management (QM) analytics, it’ll offer new insight into where you need to train your agents the most.

In the digital-first world, seamless omnichannel experiences can be made possible with a unified cloud customer experience platform. One that can create a brand promoter and an advocate. By establishing a customer experience strategy that puts customer needs first, contact centers can stay ahead of ever-rising customer expectations.

#contactcenterworld, @inContact

About NICE inContact:
Company LogoNICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction.
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Today's Tip of the Day - Voice Mail Cleanup

Read today's tip or listen to it on podcast.

Published: Wednesday, July 31, 2019

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