It’s that time of year again as retailers all over the world prepare themselves for the Christmas rush. For businesses the season of goodwill brings with it great opportunity for revenue generation but also presents a challenge as retailers scramble to keep up with an intense period of customer demand.
How can contact centres increase their customer satisfaction rating, reduce agent attrition or perhaps speed up their customer identification?
From simple information requests to complaints, customers have a thousand reasons to call a company's contact centre. Many will choose the phone, rather than e-mail for example, because they see this channel as the fastest and most convenient way to get the information, the resolution, or the advice they desire. Nevertheless, there are two very common situations that all customers who call a contact centre hate above all else. We explore these below as well as our tips for eliminating, or at least minimising, these major irritants in your own contact centre.
As the digital age continues to transform how businesses operate and communicate with customers, customer loyalty is more valuable than ever. The online community allows customers to repeatedly share experiences, good and bad across various social media sites and networks in an instant, making it more important than ever to make customers happy!
Traditionally, the handling of the customer relationship involves two categories of software. On the one hand, the CRM: designed to support all the stages of the relationship between the company and its customers; and, on the other hand, the contact centre solution, dedicated to the management of the interactions.
In the past, weak integration between these systems and information siloes in organisations have made it difficult for these two types of software to communicate with each other. In the best case-scenario contact centre staff would have access to the systems, albeit separately- employees would have to switch back and forth tediously between systems to get a holistic view of the customer. In the worst cases, the customer service department and the sales department would operate with completely different systems with no junction between them, making it impossible to have a truly complete view of the customer profile.
The Chief Experience Officer (CXO), or Customer Experience Manager (CXM), is a relatively new role revolutionising the corporate hierarchy. Its emergence reflects how 80% of businesses are expecting to compete mainly on customer experience in the future.
Meaningful customer interaction is the foundation of a personalised customer experience. However in the Insurance industry this can be a challenge. Unlike other sectors such as Banking, Insurance typically involves less interactions and conversations with policyholders which can result in a more generalised experience from the customer’s point of view. For an industry recognised as being “data intensive”, this might seem contradictory. Yet it is important to distinguish the data used to calculate statistical risks from the individual customer data which can be leveraged to strengthen customer loyalty and retention. In addition, policyholders are subscribing to products based on a need rather than desire or choice.
The customer service department plays an integral role in the relationship between a brand and its customer. The customer advisor is tasked with assistance, whether that is answering a query or resolving a product complaint, requiring skill and sensitivity.