5 Ways to Improve Customer Experience Journey in Your Contact Center
Customer experience is a key factor in a business’s growth. According to research, after one negative experience, 51% of customers never do business with that company again. On the other hand, after having positive experiences with a company, 77% of customers would recommend it to a friend. Thus, we can see that it has become very important for their contact centers to implement ways to improve their customer experience journey. It will not only increase customer loyalty but will also help your business stay up high in the leader board.
Here are 5 ways to improve your customer service experience:
1. Decrease Customer Effort
Imagine having to spend an hour making calls, waiting on hold, and trying repeatedly just to know something as simple as your account balance. According to research by salesforce, 74% of people are likely to switch brands if they find the purchasing process too difficult. Thus, we can see that customers do not want to put a lot of effort into simple tasks. They prefer simplicity and they can get frustrated with complicated resolution methods.
Therefore, companies need to provide call center solutions to reduce customer efforts. Here are some of the ways in which that can be done.
- Providing self-service tools
- Reducing hold-times
- Creating an omnichannel environment
- Offering to call back in case of a busy line
- Enhancing agent understanding so that customers do not have to repeat themselves
Effortless and quick customer service can be provided to customers using call center AI solutions. AI-Powered voice bots can answer the basic queries of customers instantly in a human-like conversation. They will not only be helpful in self-service but they will also save agents’ time. Then, they will focus on complex problems only.
2. Proper Customer Experience Management Integration
Customer Experience Management or CEM is a set of tools that help in monitoring and analyzing agent-customer interactions. Usually, companies do not give much attention to analytics. But, they are the reason behind most of the successful businesses. They have a well-established CEM program up and running. From that, they can analyze conversations and derive meaningful insights to create an efficient business strategy.
Analyzing conversations can be useful in:
- Understanding customer sentiment
- Finding out exactly what the customer wants
- Predicting potential buyers
- Determining customer satisfaction level
A simple and effective way to analyze conversations is call center AI. Speech Analytics works using speech-to-text technology. It can provide meaningful business insights in real-time.
3. Happy Calling Agents
Research by American Express has shown that 68% of customers said that a pleasant representative was key to their recent positive service experiences. Agents need to be happy and on their best behaviour while answering calls. A dull or rude conversation from a frustrated agent can bring negativity to the customer service experience. If employees are consistently unhappy with their work environment, this is likely to cause a poor tone with customers. And no one likes speaking with an agent who is in a bad mood.
Thus, call center agent management needs to keep their agents happy so that they, in turn, can keep the customers happy. Call center agents cannot communicate through body language and facial expressions. Therefore, it is their tone that represents 100% of the way the message is received.
Companies can provide incentives and appreciation to the well-performing agents. It will keep them happy and motivated. Further, call center automation using AI-Powered voice bots can be used to analyze agents’ pitch and voice tone in real-time. It will make sure that the agents talk to the customers in a positive tone.
4. Take Customer Feedback
Feedback is the simplest and one of the most effective ways to improve customer experience. It is about the customers, so companies simply need to consider their thoughts and opinions while making business decisions. Businesses just need to ask the customers what they want and give it to them.
Call center agents can improve the customer experience by sending short surveys post-interaction. This can be done in order to know how they did so that they can do better in the next interactions. To make the feedback process easier, companies can use call center automation. AI-Powered voice bots can take automated feedback in a natural conversation to save agents’ time and resources.
5. Provide Quality Training to Agents
Agents need to be well-trained to be able to solve the complex queries of customers. American Express suggests that 62% of customers say that a representative’s knowledge or resourcefulness was key. A businesses’ team is its most valuable asset when it comes to improving the call center customer experience. How your team is trained to handle clients will determine how customers respond to your brand.
Call center agent management needs to ensure proper onboarding and ongoing training sessions for your call center customer service team. However, they do not need to waste resources for these training sessions. These sessions can be provided online with multimedia material. It will not only make the agents more comfortable but also help them to learn better.
We help in providing call center solutions like voice bots and speech analysis that can help in improving customer experience and take businesses to newer heights. We offer a live demo of our AI-Powered solutions to answer your queries.