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Article : Delivering an Exceptional Customer Experience – a Three Point Plan

#contactcenterworld, @puzzelsolutions

As new technologies and changing compliance requirements transform customer interactions, a blended approach to customer service is critical.

The contact centre industry is facing three major challenges. Emerging technologies such as Artificial Intelligence (AI) and Bots are changing the customer experience at a time when consumers expect instant, round-the-clock gratification. New legislation such as the General Data Protection Regulation (GDPR) puts increased administrative burden on contact centres forced to review their processes around sensitive customer data. Last but no means least, the wealth of contact centre solutions available can be overwhelming making it difficult to choose the right technology. But never fear!

The magic ingredients to exceeding customer expectations are people, process and technology and combining all three in equal measure is the recipe for success. Now more than ever before, people, process and technology need to be at the top of their game to provide an exceptional customer experience. But where do you begin?

Here is a three-point plan to focus your mind on the top priorities.

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1. People – finding and keeping multi-skilled agents who are capable of providing a personalised service, whatever the channel, is a major hurdle. Contact centres should strive to become preferred places of work. Stand out from the crowd by:

  • Building flexibility into the contact centre - so that agents can work from home to accommodate personal commitments

  • Training staff regularly - agents should know how to respond to customer issues without reading from a script, be able to handle multiple channels and have a clear career path

  • Making learning fun - use the latest gamification techniques to engage and motivate staff

  • Investing in the right tools - to help agents do their job and be repaid by improved employee engagement and performance

  • Constantly reviewing and refreshing your recruitment, on-boarding and development strategies to aid longer-term retention.

2. Process – the imminent arrival of GDPR is spreading unnecessary panic across many organisations but it needn’t be that way. Companies who have long been dedicated to customer data security will already have established consistent ways of working and a set of robust processes meaning they are well on the way to GDPR preparedness.

When it comes to improving the overall customer experience, consider the customer’s perspective first when developing processes. Remember to take the following three actions to create the perfect contact centre inside and out:

  • Drink your own champagne – check out your customer’s end-to-end experience. Try out some mystery shopping on your own company, phone your helpline, initiate a web chat conversation and see for yourself what works and what doesn’t

  • Stand out from the crowd - handle customer complaints properly by contacting customers before they’ve had the chance to make a complaint or, better still, before they’re even aware of a problem. Personalise interactions to gain trust and earn loyalty

  • Gather and take notice of customer feedback – create mechanisms such as end-of-call surveys to obtain instant feedback, whether it is good or bad. Use this feedback to improve and exceed customer expectations.

3. Let technology do the rest – once you’ve established a tight link between people and processes, make technology your best friend. Use the latest cloud-based solutions to:

  1. Make life easy for customers with self-service – use IVR to automate routine calls such as bank balance look-ups, payment of utility bills, purchasing theatre tickets or flights at a time to suit the customer. Why not publish answers to the most frequently asked questions on your company website or provide a Web chat facility for straightforward enquiries?

  2. Empower people - give agents the right tools and authority to handle customers based on their own judgment. Standard interfaces to major CRM applications mean agents have the right information at their fingertips to deliver the quality of service that customers deserve and expect and to improve customer loyalty

  3. Harness the impact of digital transformation – social media and mobile connectivity are on the rise so be prepared. Take a look at your offering on a smartphone or tablet – is it mobile responsive and are there features that accelerate and enhance the overall experience such as click to call for assistance?

  4. Capture the voice of the customer - combine feedback from your agents with speech analytics and silent monitoring to capture the voice of the customer

  5. Protect customer data – the beauty of cloud technology is that it offers the highest levels of security and working with a cloud application specialist provider is perfect for regulated industries such as finance. With the advent of GDPR, organisations can trust the latest technology to offer pre-defined access rights so that people can see what they need to see, wherever they are located, while management remain in control

  6. Make customers feel special – encourage agents to follow-up interactions with personalised calls or emails to make customers feel special. Take advantage of routing technology, based on CRM data, to prioritize VIP customers.

#contactcenterworld, @puzzelsolutions

About Colin Hay:
Colin Hay is an experienced senior executive with a background in software, media and mobile communications. Following a distinguished eleven year career in the British Army, Colin completed an MBA. He has worked for mobile giants Motorola, 02 and Three and is an Associate Fellow at Warwick Business School.

About Puzzel:
Company LogoPuzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
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Today's Tip of the Day - Employees

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Published: Friday, June 15, 2018

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2022 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


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!


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.


LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

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