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February 12, 2014

Webinar - Customer Delight Starts with Personalizing the Transactions


Customer expectations today are higher than ever, and the laundry list is long: they don’t want to wait on hold. They don’t want to repeat their account numbers multiple times. They want to be able to use multiple channels for the same transaction without having to reinvent the wheel each time they make contact. They want mobile apps, and they want to be able to use social media. They expect quick resolution, and they want a friendly, comprehensible agent who can get things done.




While it all sounds like a great idea, the technologies and processes involved to give customers what they want can feel overwhelming. Add to all the above that customers expect transactions today to be more personalized for them, and the task seems similar to moving a mountain. Customers may not know precisely what they want, but they do know what they don’t want: they don't want to face extensive voice menus, forced automated options, and experience lengthy and frustrating interactions with contact center agents that lack the tools to resolve their issues. They also don’t want to be nameless, faceless account numbers, but a human being recognized by the company for the value they bring. This comes through personalization.

Personalization should be a goal of every contact center. By knowing customers well, organizations can not only improve the quality of the interaction and “delight” customers (also a top goal today), but save time searching out information and histories, and helping agents feel they can do their jobs better, which is a key element in agent retention.

In the industry, attaining this level of personalization and customer delight is referred to as “Customer Service 3.0,” a new paradigm for customer service that involves a two-way dialogue that differs from the asymmetrical, reactive, and one-way inbound communications that is widespread today. This engaging, personalized, and interactive experience increases a company’s customer loyalty and long term profits.

Done properly, all aspects of the customer experience and interactions can be measured, monitored and combined (contact center multichannel communications, customer relationship management and enterprise resource planning) to produce blended analytics, a unique and valuable 360-degree window into your customer's entire experience.

On Tuesday, January 21, 2014 at 2:00 pm EST/11:00 PST, TMCnet will sponsor a Web event entitled, “The Search for the Holy Grail - Increasing Customer Engagement with Personalization in your Contact Center.” The event will feature TMC (News - Alert) CEO and Group Editor-in-Chief Rich Tehrani, together with Neal Shact, CEO of CommuniTech Services and analyst Jon Arnold of Jon Arnold & Associates. It will help attendees by discussing how to get started on improving the customer dialogue in the contact center to meet and exceed customers' expectations.

For more information or to register, visit TMCnet here




Edited by Cassandra Tucker