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.
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
|2.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.
Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...