As first call resolution as evolved into first CONTACT resolution, organizations are tossing aside their “repeat caller” reports and finding that handling the customers issue right the first time spans the complexities of multiple channels such as web, email, social and self-service.
In a recent blog post we discussed the importance of brands understanding their customers’ individual journeys, and being there for customers during their make-or-break moments in a way that is personal and memorable. Some might even say that providing an individual customer experience will quickly become a strategic advantage in an otherwise identical service market.
Every day, it seems, we are finding new and more efficient ways to interact with our service providers, whether our bank, mobile provider, insurance company, favorite airline, or retailer. New technologies are making it easier and faster to interact and carry out transactions whether we’re purchasing something or updating personal details. There is, however, one very conspicuous speed bump: customer authentication.
Each customer experiences their journey in a way that is unique to them, with individual decisive moments that shape their experience.
NICE understands how important it is for organizations to know how to shape the customer experience. But in order to do so, they need to get closer to their customers and understand what drives their decisions.
Picture this: It’s your first day of a dream vacation. When you present your credit card to pay for breakfast—your first purchase in a foreign country—your card is denied. You spend the next hour on your cell phone working your way through IVRs and finally explain the problem to a customer service rep at your bank, trying to figure out what’s wrong and how you can fix it.
Do you remember the time when you really needed a customer service rep to be responsive to you at that moment? The time when he was not only able to help you with your current problem, but also took the extra step to help you avoid a future issue? Do you remember how you smiled with relief? Do you also remember how you became a loyal customer at that moment?
In his article “Coaching the Coach,” Jay Minnucci makes a valid point when he highlights the importance of coaching quality. Too often, coaching is just an exercise in production, a “check the box” activity where the goal is to show completion without any regard to effectiveness.
Trying to optimize your back office operations with time and motion studies? Many companies engage with expensive management consulting firms to perform time and motion studies by observing a representative sample of employees, measuring time spent on various activities, and reporting the findings.
All service organizations have the same basic goals in mind – to improve the customer experience and reduce costs. But how can they go about achieving this? More specifically, how can they deliver a top-notch service experience that garners maximum revenue generation?
While this may sound obvious on the surface, companies looking to apply contact center productivity tools to their back office challenges find that the key to their project’s success actually lies in applying principles, as well as tools, to the task at hand. In the back office, workload and arrival patterns aren’t as well defined as they are in the contact center.