Build a resilient contact centre

How does your contact centre operate?

For many organisations, the contact centre is where sorry happens – agents apologise, compensate and move on…

But the world’s best experience brands understand, and use, the contact centre as a vital driver of loyalty and revenue. See how your contact centre compares below.

Do you enable agents to take action?

By not being able to take action quickly, this means the customer will have to call back again and hope for a different outcome – and the business will have to count the cost. Don’t leave it down to chance.

Successful Customer Care Centres help customers find solutions. This is done by understanding your customers’ needs, and enabling your agents to take the right steps to help. Getting this right is key to ensuring customers are happy and agents are empowered to make the most impact.

Do agents have a channel for feedback?

In a typical contact centre, agent resources are being spent on an issue that could be easily fixed if there were effective communication channels. Feedback that is currently costing the business, could quickly be used to its benefit.

Your agents are often untapped sources of customer feedback. By giving your agents a reliable channel to share feedback, you can improve the four core experiences: customer, product, brand, and employee.

Are agents given customer history information?

Contact centres often have customers who call many times about the same issue. This is a situation where nobody is happy. The customer just wants the issue resolved, and the longer it takes, the more it costs the contact centre.

Give your agents a head start with a history of each customer interaction across your channels, so they can be helpful from the start. Track customer satisfaction at every touchpoint, and help your customers, quicker. Reduce call resolution times, keep customers happy and lower churn.

Do you offer self-serve options?

Without self-serve options, there is a burden on agents to resolve all issues, instead of focussing on priority areas that will have the most impact. This is not an effective way of running business operations.

There are times where talking to a person is vital. But for straightforward issues, self-service e.g. the company FAQ section or an automated line, is a seamless way of routing customers to the right areas, giving your agents the capacity to focus on priority issues.

Is employee turnover high?

Agent attrition is typically much higher in contact centres where performance is based on operational data, and neglects the human side. By acknowledging the context to this data, employee engagement can greatly improve.

Change the perception of front line customer care. Businesses can use customer feedback to bring the best out in their employees and give them a clear pathway to make a difference for the business and their customers alike. Voice iQ can help with this by gathering unsolicited, authentic insights at scale – by surfacing every live phone call.

Dealing with a crisis you couldn’t plan for

Many Customer Care Centres are not ready to deal with a surge in demand. Would you be able to cope? How do you know? Take the following steps to make sure customers don’t suffer.

Customer care impact calculator

The most successful Customer Care centres are those integrated into the business, with every other function benefitting as a result. You’ll see happier staff that stay for longer, and happier customers ready to spend more, for longer – and tell their friends and family about it.

Tell us a few details about your operations to calculate the impact that going from customer care to customer experience can have on your business.

Take our assessment to see where you are in your CX journey

By understanding how mature your CX program is, you can take steps to bring it to the next level. Take the CX Program Maturity Assessment now.

Take action with CustomerXM

Check out how CustomerXM can help you deliver meaningful experiences that increase customer loyalty, spend – and elevate the whole business.

Unlock the value of your customer experience data

Diagnose the health of your customer relationships, identify root causes of broken experiences, and inform macro-level focus areas that can serve as the foundation for your XM program. With actionable insights and clear, prescriptive direction, you’ll know exactly where to focus your efforts to maximise business impact.

Deliver digital experiences with impact

Capture customer feedback across any digital touchpoint, automatically apply intelligent analytics and take immediate actions to turn insights into results.

From understanding website or app user experience to improving conversion and optimising digital marketing and support content, CustomerXM for Digital is your single system of action for every digital interaction.

Turn customer contact into customer loyalty

Transform your contact centre and field services into an experience that delights customers, reduces the cost to serve, and retains top talent.

Stay connected with the voice of your customers on inbound and outbound calls, IVR surveys, voice-activated devices, chatbots, and social messengers, and bring it all together alongside your operational data into a single system of action.