The onset of the COVID-19 virus, also known as the Coronavirus, has impacted the contact center in a way never before experienced in the nearly 50-year history of the industry. Business as usual has been disrupted in ways not thought possible since the “Great Recession” of 2008, yet contact centers are still being tasked with maintaining operational best practices and optimizing the customer experience under extremely difficult circumstances.
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Transforming customer experiences
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Here’s a dirty little secret. Despite the industry’s focus on the customer experience (CX), contacts still take too long and don’t reach closure often enough. Generally speaking, it’s not the agents’ fault. They really want to help customers. They also want to achieve the center’s targets for Service Level (SL), Average Handle Time (AHT), and First Contact Resolution (FCR), among others. What holds them back? Too often, technology, or the lack thereof.
While the entire world goes into shutdown due to the Corona pandemic, it would be easy to forget about the ongoing privacy concerns that the California Consumer Privacy Act (CCPA) has thrown up in recent months.
As I stepped into the Marriott Marquis in downtown Atlanta in mid-February, I was greeted with the buzz of conversation of hundreds of people, acoustically dampened by the breathtaking 40 story open atrium above me.
Even for the most obvious investments that drive improvements to your business; the process of building consensus, addressing cultural change and locking down an airtight business case can be troublesome even for the most seasoned business leader.
Not surprisingly, fraud is constantly on the rise. Seems like fraudsters are like weeds: they’ll find the easiest way to latch into something that can help them grow.
Contact centers spend a lot of time and money trying to improve customer satisfaction (CSAT). And they should! CSAT drives customer loyalty and their bottom line. Some are investing in ACD routing, IVR and even speech recognition software to deliver a better customer experience. But what if I told you that you might be overlooking one of the most effective tools you have for improving CSAT?