Technology is a powerful tool when you want to deliver quality customer care, as long as the technology you choose enables you and your employees to better meet your standards of care. There are certain features that can help you create ideals interactions, while others may just complicate the mix. The key is to understand the customer experience through each step and the tools your employees need within your call center solutions to ensure exceptional care.
A recent DestinationCRM post highlighted a few of the available customer service technologies that are turning heads today. We’re going to borrow from that list to examine three that can really impact the overall customer experience in the call center.
Real-Time Analytics
What could you do to affect positive change in your call center if you had information in real-time? The data captured on a regular basis through monitoring allows you to focus on continuous improvements. Wouldn’t it be better if you could make changes on the fly instead of getting the information at the end of the shift when it’s too late to correct? If you could help an agent while he or she is still on the call, you not only improve performance, you could also improve the outcome for the customer.
Mapping the Customer Journey
Creating the ideal customer experience is all about understanding their journey. This process includes plotting the complete sum of the experiences that customers go through with your business. This straightforward document allows you to look at more than just single transactions. By examining the timeline of the stages the customers pass through in each interaction, from product research to ordering to post-sales support, the map outlines the actions taken by the customer and what they expect from you in terms of service. While there is no industry standard in mapping, you can set the standard for your company and your customers.
Proactive Engagement
Companies investigating call center solutions in the past generally followed the reactive strategy – solving customer issues when they became aware of their existence, usually through a call from the customer. Today, companies are implementing more proactive strategies and customers are responding. According to research from Nuance Communications (News - Alert), 75 percent of consumers what companies to actively engage with them, if they are already doing business. This strategy is considered the ultimate in customer care and it fosters loyalty and additional purchases.
While the industry has a number of different technologies to choose from to boost the value of your call center solutions, the three featured here are designed to give you great returns on your investment. With the right focus on quality customer care, you can’t help but turn that into positive growth.
Edited by Alisen Downey