Closing the Loop in CEM with Workforce Optimization

The world of Customer Experience Management (CEM) demands that you readily engage with customers and collect feedback. At that point – what are you doing with the new data you have collected? Are you able to make changes to your processes or product lines to more readily match customer expectations? Are you instead focusing on workforce optimization to create a more productive environment?

This recent NICE blog highlighted the challenges that arise when launching into CEM and gathering new data that has yet found a home in your environment. NICE suggests there is a long distance between your first steps within CEM and the end goal of a world class practice leveraging key workforce optimization initiatives. In fact, only a handful of businesses actually get there on their own. 

To help with this process, NICE offers the Fizzback, providing a turbo boost and propelling your organization toward the elusive end point, leveraging workforce optimization and securing big wins with CEM. To get there, you must first understand the biggest secret of CEM success stories – these companies have learned how to close the loop on the voice of the customer. 

When you close the loop you align the fundamentals of your business to effectively promote continuous improvement that is actually driven by the voice of the customer. A fully closed loop enables your business to ride a virtuous cycle of CEM success and workforce optimization as you enjoy consistent gains in customer loyalty, satisfaction and, perhaps most importantly, overall profitability. 

This theory in delivering profitable customer satisfaction through the closed-loop process is not NICE’s alone. Forrester (News - Alert) Research offers its Ten Major Voice of Customer Trends that finds this process is rapidly becoming the norm, challenging those at the top of the CEM industry. When that loop is left open, a wealth of potential CEM program value is still on the table and your business could easily be placed at a competitive disadvantage. 

The idea of implementing workforce optimization so you can enjoy the benefits of Closing the Loop sounds ideal, but how do you actual make it happen in the real workplace? With the NICE Fizzback, your business gains the ability to close the loop and capture the true value in CEM. NICE experts can guide you along the way, ensuring you leverage workforce optimization to keep customers happy and processes running smoothly. 

Keep in mind that while 95 percent of businesses engage with their customers, only 5 percent extract maximum value from CEM to truly deliver the great experiences their customers demand. Which category best suits you?

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Juliana Kenny