Improving customer experiences is one of the important areas of focus for leading brands.
From being just a buzzword, Artificial Intelligence is now a key enabler for disrupting and optimizing critical business processes.
Digitalization is optimizing the existing processes in many businesses. Adopting a new technology demands sheer determination, effective change management, and decent user adoption.
Microsoft estimates that 90% of all Americans consider customer service to be a discerning factor in which companies they choose to engage with.
We have already passed the first quarter of 2021 and if your brand has not yet started preparing for your customers’ changing expectations in the New Year, you are missing the boat!
Every business needs to be constantly on the lookout for new ways to evolve. If you want to make meaningful progress as a company, one of the best things you can do is seek out new opportunities for growth and improvement.
Call quality monitoring is the key to understanding customer experience and is also the most crucial element in identifying trends in customer expectations. While this may have always been an underlying goal of most call quality monitoring, accurately measuring customer experience has been quite challenging. If we look back to the past, we will see that the early call monitoring efforts focused on improving call quality through improved team members’ consistency and call handling. But that only helped companies develop call quality criteria which measured compliance with internal processes and policies, not necessarily translating to a better customer experience.
Expecting the best customer service is not just the right of customers, but a necessity. With buyer preferences constantly changing and evolving, contact center quality monitoring is not only a goal to be achieved but rather a continuous journey of optimization. As a result, organizations must always fine-tune their quality monitoring parameters to ensure that they stay effective.
Contact centers continue to evolve as an integral component of the telecommunications, insurance, e-commerce, and banking sectors. To reach your company goals, it is important that team members stay motivated and empowered. Effective coaching of call center agents can translate to a direct increase in sales and help improve the overall customer experience. But what are effective ways to make sure team members are empowered? How can you provide feedback that fuels change?