CUSTOMER LOYALTY
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH LAURA SIKORSKI
ASSURING QUALITY AND LOYALTY IN THE AI AGE
TO DO THAT, APPLY THE FUNDAMENTALS, INCLUDING ENABLING STRONG TEAMS.
ILLUSTRATION PROVIDED BY ADOBE IMAGES
Delivering high-quality customer experiences( CXs), regardless of the interaction ' s purpose, who initiates it or on which channels, is the core mission of contact centers. The goal is to foster profitable customer relationships and, ideally, turn customers into brand advocates.
Achieving this goal has always been challenging for several reasons, such as but not limited to:
• Managing customer demands and issues that can be highly complex and emotionally charged.
• Ensuring the timely availability of qualified, well-trained agents who are effectively supervised and coached.
LAURA SIKORSKI
• Coping with external factors beyond customers’ and agents’ control, like network issues and disaster disruptions( on both ends).
Moreover, the goalposts are always shifting because of economic pressures, social changes( including customer and employee attitudes), technology developments, innovations, and new practices.
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