As we continue to see, customer experience (CX) has moved ahead of product and price as the leading brand differentiator. True customer delight is shown to not just improve brand loyalty, but also increase customer lifetime value. Research from Forrester measures the CX Index scores and its impact on revenue, and when it comes to CX, a little can mean a lot. Just a 1-point improvement in a CX Index score can lead to an incremental $244 million in revenue for certain industries.
Redesigning CX is a complex process involving multiple functions, people, process and technologies. So where do you start?
While there are various organizational functions like sales, marketing and others that connect with the customer, contact centers emerge as a group that has the largest number of touch points with the customers. They are the hub for customer interactions across the customer journey from awareness, purchase to support and advocacy. Rich interactions across channels, across buying stages and across multiple customer segments, provides a strong case to start your CX transformation from your contact center.
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What does it take contact centers to build robust CX? The kind that builds brand loyalty and creates revenue involves a shift from meeting customer expectations to becoming CX powerhouses. Below are some key CX building blocks that every contact center should look at, to move beyond just servicing customers.
Start building a robust CX in your contact center and take the driver seat in building brand loyalty and revenue.
About NICE inContact:
NICE 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.
Published: Friday, March 1, 2019
Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.
We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.
|2.)||Tru29 Outsource Solutions Inc.|
Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.
Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.