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The words of wisdom written by famous artists and scientists truly transcend time and place. They can be a catalyst for inspiring successful contact center best practices. With today’s cloud-based contact center technology, there are many ways to build meaningful relationships with customers. Both the “art” of cultivating the one to- one relationship with customers and the “science” of leveraging the technology to your advantage are the keys to achieving success.
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Principle 1:
Build on a Customer Experience Platform with No Boundaries Jean-Jacques Rousseau, philosopher, writer, and composer (1712-1778)
Organizations that are looking to upgrade their customer experience platform can learn from Jacques Rousseau’s philosophy that the “imagination is boundless” by planning up front for contact center technology that will meet current and future needs. The result will not only ensure investment protection, but also help to maintain a competitive edge with superior customer engagement strategies. Business agility along with a lower total cost of ownership are the primary reasons that organizations of all sizes are moving to the cloud for their contact center infrastructure. According to Frost & Sullivan research, shifting from premise-based to cloud-based contact center solutions for a 250-agent setup can net a company 51% savings over a 3-year period2. A hosted contact center environment typically provides the flexibility required to meet current and future needs.
“The world of reality has its limits; the world of imagination is boundless.”
Principle 2:
Respond to the New Channel Requirements “It is not the strongest of the species that survive, nor the most intelligent, but
the one most responsive to change.”
Charles Darwin, scientist (1809 - 1882)
Organizations can no longer dictate how to interact with their customers and prospects due to the vast proliferation of mobile devices, emergence of messaging, and general expectations of “always on” access. Contact centers must adopt the latest technology in order to survive and thrive. This is not a new concept; Charles Darwin documented this theory in the publication titled Origin of Species where survival is the result of evolutional adaptation through natural selection.
A multi-channel strategy in the contact center not only offers customers many communication choices, such as agent, social media, chat, SMS message, voice automation and others, but organizations must provide a seamless customer experience between these channels. Data collection with cross channel intelligence illuminates insights into customers’ needs and preferences. Backend processes must align to support the desired customer experience outcome.
Principle 3:
Understand Customer Preferences and Be Proactive “Small opportunities are often the beginning of great enterprises.”
Demosthenes, Greek statesman and orator (384–322 BC)
Applying Demosthenes’ principle of capitalizing on “small opportunities” to the modern enterprise means leveraging contact center technology and its data collection to provide personalized customer interactions. This will build customer loyalty and provide a greater probability for repeat business and word of mouth referrals for new business. Examples of “small opportunities” are when retailers offer a loyal shopper a birthday discount, an automated system remembers a customer’s preference to speak Spanish, bank Remembering preferences and anticipating needs by leveraging data from past interactions makes customers feel special and can make the interaction pleasant even for simple tasks. Being able to identify these opportunities either though internal knowledge, external data collected, or both, can lead to smarter selling and support strategies. For example, when customers are identified as a new mover via their ANI, they can be routed to agents that specialize in products or services that would help with their move.
“I shut my eyes in order to see.” Paul Gauguin, artist (1848 –1903)
Principle 4:
Leverage the Skills, Knowledge & Imagination from
Experienced Contact Center and Speech Designers
Just as Gauguin’s bold and colorful paintings significantly influenced modern art, enterprises should partner with leading system and network specialists, voice user interface designers and speech scientists for their insight. All of these experts possess the skills, knowledge, and imagination to fulfill a corporate vision of delivering superior customer experiences. Typically, this type of expertise can be found at organizations that offer cloud-based contact center services. It is important for organizations that are evaluating different solutions and vendors to consider this factor.
Principle 5:
Monitor & Measure Customer Experience to Ensure Success “Measure what can be measured, and make measureable what cannot be measured.”
Galileo Galilei, physicist, mathematician, astronomer, and philosopher (1564 - 1642)
It is not always easy to measure customer experience or customer sentiment because it is more subjective in nature. However, in order to improve a customer engagement strategy, feedback metrics are critical to success as Galileo stated. Just as Galileo’s discoveries played a major role in the Scientific Revolution, listening to the voice of the customer provides an important step to the evolution of loyalty. One approach to obtaining customer feedback is with voice recording that captures interactions within and between channels as a single entity. This provides “moments of truth” as an automated dialog interacts with a caller and when that caller is transferred to an agent.
The words of wisdom written by famous artists and scientists truly transcend time and place. They can be a catalyst for inspiring successful contact center best practices. As noted, there is a strong correlation between customer experience excellence, loyalty and the bottom line. With today’s cloud-based contact center technology, there are many ways to build meaningful relationships with customers. Both the “art” of cultivating the one to- one relationship with customers and the “science” of leveraging the technology to your advantage are the keys to achieving success.
Conclusion
Download the White paper – The Arts & Science of Delivering Exceptional Customer Experiences
VoltDelta is a global cloud-based contact center provider with 35 years of experience. We perform intelligent, data driven contact management to optimize your customer’s journey. VoltDelta rapidly tailors and integrates our multi-channel contact center solutions to enable you to increase revenue, boost retention and reduce operating costs with proven scalability and reliability. Our inbound and outbound offerings support virtual and geographically distributed contact centers and remote agents within a highly secure and compliant environment. VoltDelta’s service guarantee is backed by contact center and carrier experts who are dedicated to your success.
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Demand Gen Report has recognized The Art & Science of Delivering Exceptional Customer Experiences and its associated campaign with a 2014 Killer Content Award. This Cloud Contact Center educational effort was selected as the winner in the Best Social Amplification category.
