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3 Ways to Transform Your Contact Center Customer Experience

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Contact centers play an essential role in enhancing customer experience (CX). They have the power to transform dissatisfied clients into cheerleaders, collect valuable data, and improve your organization’s overall reputation.

Utilizing an omnichannel contact center platform powered with the right technology can significantly enhance CX, optimize workflows, and increase profitability.

Here are three strategies to maximize the impact of your contact center operations on your business:

1. Optimize Channel Shift

Many companies are moving away from traditional phone support and embracing digital channels like chatbots and mobile apps to save costs. However, this strategy doesn’t work for everyone. To find the best communication channels, it’s important to understand your customers’ demographics and preferences. For example:

  • Older clients may prefer phone support.
  • Younger audiences might like self-service options.

As artificial intelligence (AI) continues to advance, it’s expected that by 2025, 80% of customer service organizations will use generative AI to improve productivity and customer satisfaction. That said, technology should always meet customer needs. Live agents will always be needed for handling more complex inquiries.

2. Eliminate Departmental Silos

Key executives, such as the COO, CMO and CTO, need to work together to ensure the contact center supports the company’s overall goals. For example, if the marketing team launches a new campaign, the contact center should be updated and engaged to provide consistent messaging to customers.

Additionally, contact center representatives can share valuable insights that help shape marketing strategies. This collaboration enables decision makers to tailor promotions and improve customer interactions.

3. Leverage Technology

To succeed in a competitive market, organizations need to stay current with new technology solutions. By adding features like AI chatbots and analytics, businesses can personalize customer interactions. You can also measure performance with metrics such as net promoter scores (NPS) and customer satisfaction (CSAT).

Effective contact center operations can convert complaints into loyalty and drive bigger profits. Businesses of all sizes can benefit from tailored contact center solutions to improve their customer experience.

Learn how TCI can help modernize your contact center: (703) 321-3030 or info@tcicomm.com.

 

eBook: How Technology & Improving Employee Experience Unlock Customer Satisfaction

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Customer Experience (CX) has always been critical for companies, but now the value of Employee Experience (EX) is gaining recognition.

A robust job market offers workers a lot of options, so companies have to compete to attract and retain good people. This was especially true during 2021’s Great Resignation, when a record number of workers resigned each month due to low pay, lack of opportunities, and feeling disrespected – among other reasons.

Data also shows that your Customer Experience efforts will benefit from greater investment in EX, especially when customer interactions require direct employee involvement, and over 75% of customers expect consistency when they interact with their favorite businesses.

The modern job market values EX, and it’s not just about money.

Workers overwhelmingly prefer a hybrid work model, but this presents challenges for employers. You’ll need the right technology to support remote work, and employees expect a smooth and convenient interface.

A frustrating experience with work processes has consequences. It can impact employee loyalty and the quality of customer interactions, leading to a loss of top talent and customer engagement.

Gain more insights on EX and CX challenges and how to address them by reading…

eBook “Great Expectations: Delivering Extraordinary Experiences for Employees and Customers”

TCI deploys and supports communications solutions that can deliver the experiences your employees and customers deserve. Contact us today: (703) 321-3030 or GetHelp@tcicomm.com.