LEARNING FROM THE CUSTOMERS COMPANIES SHOULD FOCUS ON THE TOTAL EXPERIENCE .
BY BRENDAN READ , CONTACT CENTER PIPELINE ; Q & A WITH LAURA SIKORSKI
ILLUSTRATION PROVIDED BY ADOBE IMAGES
The products and services that customers seek from companies – the features , pricing , delivery , and marketing - continue to change . Along with the technologies , like those driven by artificial intelligence ( AI ), that are used in customer engagement .
But the fundamentals of engaging with customers , like through the contact centers , remain constant . For people are people .
We expect high quality customer service . And agents have the role to provide it , and by and large want to deliver it well , giving them job satisfaction by satisfying customers .
To prosper , companies need to make and maintain connections with customers . Like us . And that means carefully listening to and learning from us in order to gather meaningful , actionable insights .
To obtain insights into this issue , we reached out to contact center operations and technology consultant Laura Sikorski .
Here is our virtual conversation .
WHAT ARE KEY TRENDS IMPACTING THE ABILITY OF CONTACT CENTERS TO PROVIDE AND TO ASSURE HIGH QUALITY CUSTOMER SERVICE AND THEIR DRIVERS ?
A : It is important to review all customer interactions / journeys and define how they impact each of the following - customer service , customer experience , and employee experience - which ultimately is the TOTAL EXPERIENCE with your company . First impressions are lasting impressions !
Many of us use the term workforce optimization and there are many technologies and internal processes out there to assure you are providing high quality customer service .
6 CONTACT CENTER PIPELINE