Your contact center—or hub for receiving and processing all customer requests— must be helpful enough to solve all customer queries in the most satisfying way possible.
Customer experience—or how your clients feel about your support— remains a concern for customer support departments. And while support crews are able to identify specific aspects of CX which can be enhanced, the main challenge is to actualize thoughts into actions.
More that 65 percent of shoppers say “varying experiences” is a major cause of disappointment, churn and abandonment. That explains why contact center heads must develop a CX approach that cuts across the customer’s entire journey.
This write-up will help you understand the critical role of experiencing in a customer contact center.
The Vital Role of CX in a Contact Center
So why is it crucial that you work to improve shopper experiences when it comes to receiving and processing requests?
Well, it’s because customer experience is based on the clients’ needs and expectations, and not those of the merchant or brand. And to do that, a business must understand shopper needs at the different phases of the journey and work to better the experience.
Improving experience has to do with identifying customer pain points and eliminating any causes of friction.
But even with companies pacing the transformation to CX-based support, despite enthusiasm and investments in CX initiatives over the past few years, studies show only 1 in 4 succeed and yield real results.
Wrong approach and implementation is the reason offering desirable CX remains a dream for many businesses.
A well thought-out CX approach understands the client, seeks feedback, manages agent responses and cuts across all shopper contact points.
Tactics to Better your Customer Contact Center’s CX
So which buttons should you start pushing when it comes to improving experiences for your clientele?
Cultivate a Client-centric Culture.
It is almost impossible to chance experience from poor to desirable in an environment that doesn’t prioritize CX.
So the number one thing to do is to begin the customer experience agenda in your organization—start small then slowly grow it into a culture.
In achieving your goal; the opinions of customers as well as those of your support agents matter. Agents must be part of the CX strategy if your approach is going to yield any fruits.
Here’s how to cultivate the culture
- Identify what translates to good CX in your organization
- Develop some guiding statements to act as your governing principles, and keep you focused on achieving your CX objectives.
- These governing principles are taught to every staff, or human-agent
- When staffs master these behaviors, they are bound to make more shopper-friendly decisions. That way, agents will act only after weighing the impact of their doings on the shopper’s experience.
It takes time to build a customer-centric team, but the long-term results are worth the struggle.
Learn Your Customers.
Another quality of good CX is; it addresses every shopper’s specific pain points.
And to solve every client’s query, you have to understand their wants, needs and preferences. It is wrong to assume that all clients have similar needs.
Expectations may vary from client to client, yet you have to handle all requests satisfactorily to avoid ruining customer experience.
Start from general things like learning your audience’s demographics, age, sex (if applicable) race and more. Then you can proceed to the bits of data that define each customer as an individual.
When you try to narrow do to each client, it is easier to come up with customer characters that give useful insights to human agents.
Statements like, this is Steve, 32 and he likes video tutorials over PDF guides, can act as guiding light for your customer support agents.
Use the Customers Favorite Channel.
Whether you resort to text messages, phone calls, emails, social media or live chat should be determined by your customer’s preferences.
The choice of the channel of interaction or engagement matters because it can make or break a buyer’s experience.
That’s because different clients are accustomed to different channels. While one shopper may find email the best way to receive a response, another may prefer more immediate platforms like live chat.
For businesses, the challenge is not only to incorporate these channels into existing systems but also to identify each shopper’s preference.
Rethinking your contact center’s Customer experience is not a project you want to postpone. Every ruined experience leads to disappointment, churn and abandonment so you want to start fixing things right away.