What’s the CX buzz this week? (16th Oct, 2013)

Our team collected some fascinating and very insightful articles this past week. Each of our picks offers a little something for everyone in Customer Experience to ponder. Let us know your thoughts by commenting below, or reach out to us on Twitter.

The Tech and Tools to Keep your Contact Centre at the Cutting-Edge (My Customer)

Do you know the secret to success for today’s leading call centers? They are using innovative technologies to bring back the human touch. Real-time speech analytics tools, for example, can be used to make “assessments during the conversation, perhaps for instance identifying positive or negative energy in a call and notifying a supervisor in real-time”. Such tools help solve issues before they can escalate and also help the agent adapt to changing conditions.

The contact center landscape is ever-evolving, with the customer being the center of focus. Which emerging technologies do you feel would be commonplace for the call centers of tomorrow?

Delivering Omni-Channel Customer Experiences (Customer Think)

As the “omni-channel customer experience” becomes the new gold standard, customers expect to receive service when, where, and how they want it. How can companies adapt to customers who “aren’t afraid to air their grievances in the most public of forums”? By flexing to meet their needs, omni-channel customers require multi-channel options with consistent experiences in each. They also “expect to be able to start an interaction using one type of channel, and complete using another without having to restart the conversation.”

Is your company in the works to offer an omni-channel customer experience?

Customers Want More: 5 New Expectations You Must Meet Now (Customer Experience Insight)

Customer service decision-makers realize that they need to stay on top of the ins and outs of customer experience to meet expectations. Is this a case of “easier said than done”? Not really. It’s just a matter of reprioritizing existing initiatives, as service enhancements are becoming a real brand differentiator.

REALLY Listening to Customers Requires Skill (Networked Blogs)

Isn’t it great when you feel that your voice has been heard? You know that feeling you get when the listener is genuinely engaged in what you’re saying? Your customers want that, too. We believe that a customer may not remember what he was told, but will always remember how you made him feel.

Still, it’s tricky for most companies to listen and act on the right feedback. Some challenges include asking the right questions, or even determining if too many questions are being asked. Once information is obtained, there’s the challenge of deciding/implementing the next steps, such as what should be worked on first, and how?

The bottom line is: In order to avoid future complications, it’s essential to focus on listening as a key part of a customer-centric strategy.

How Does Service Design Relate To CX And UX? (Forrester)

Are you familiar with the relationship between service design and CX, and how UX factors into the mix? In a nutshell, all UX work is a subset of CX work. Customer-facing digital touch points are part of the CX, and employee- or partner-facing digital touchpoints either directly or indirectly affect the customer experience in some way. These concepts are, of course, ever-evolving. In the future, it is anticipated “that the overlap between CX and service design will grow as companies learn to integrate service design practices into their ongoing CX management activities.” This would be a great advancement in the customer journey.

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