Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience. Agents can engage with customers on these digital channels but so can bots, using the same rules you’re applying to a chat on your website.
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Transforming customer experiences
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Aside from the negative outcomes of the past year, there’s one shining example of a positive consequence – the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff.
A significant number of industries and organisations experienced major business disruption over the course of 2020.
There’s a quote that has often been attributed to Albert Einstein that’s particularly apt today: “Not everything that can be counted counts, and not everything that counts can be counted.”
If you work in a contact center, you know that business is different now compared to before the pandemic struck. The most obvious difference may be that most of your agents started working from home – and almost a year later, likely still are. But you probably also noticed a change in your call volumes and patterns. Many organizations experienced a spike in volume at the beginning of the lock downs as well as an increase in handle times. And the timing of when those calls came in changed for many as well.
One of the hardest things I’ve ever done is to change jobs. My old job was great, the company was successful, the people were fantastic – but sometimes you need to make a change to challenge yourself. When I sat with my now boss and talked about my future, it was really clear that NiCE had a lot to offer. I talked it through with my wife over a glass (bottle) of wine, and after tucking my baby girl into bed I decided to make the change.
Even the biggest skeptics have found benefits with WFH that enable them to now rethink how they want to operate customer interactions. Most organizations (56.8%) in our Customer Engagement Transformation: 2020-21 Research Study already have decided to continue with a WFH strategy once the pandemic has passed. The reimagined, work-from-anywhere contact center has several benefits.