Personalized customer experience sits at the intersection of people, technology, and processes
For most agents, the customer experience consists of overly complex workflows, toggling between multiple systems, and ensuring they provide customers with an experience that builds loyalty. For consumers, the experience is about rapid resolution—and only that.
The complexity that powers “modern” contact centers is supposed to fuel a seamless interaction through which customers get help, but more often than not, the complexity and superfluity end up causing friction and result in a poor experience.
For Contacto, a cloud contact center platform launched last year and built on Plivo’s premium communications network, a personalized B2C customer service operation should sit at the intersection of the people who serve your customers, the technologies that serve your agents, and the processes that serve your company.
“The modern consumer is intelligent and knows what they want,” said Mike Winslow, Contacto Product Evangelist. “Contact centers must be configured to alleviate complex processes, and this requires the right technology that orchestrates, organizes, and automates hyper-personalized customer service activities.”
So how do you set your customer service team up for success? The team at Contacto by Plivo provides us with three tips.
1. Your agents must be aligned to the mission set forth by the organization
Customer service staff with high emotional intelligence and a proactive, self-motivated attitude can make or break your contact center. This kind of talent is out there, and the investment is worth the potential to turn your contact center into a profit center. When QA and customer service staff work in concert to deliver high-quality experiences, you will see an increase in brand equity, top-line revenue, and customer loyalty.
2. Your contact center technology must map to the specific needs of your customers
Measuring your customer’s pulse and their sentiment at every touchpoint will enable a line of sight as to how they want to interact with your brand. Omnichannel capabilities are table stakes in today’s mobile-everywhere, voice-assistant world, and to keep pace with your customers, you must be ready to support channel switching and aggregate those interactions for clear, decisive support by your high-caliber agents.
3. Your contact center technology must facilitate custom workflows that allow you to build and map processes natively
To unlock the potential in your contact center and staff, personal, intelligent automation should be a key component to your overall support operations—not only to reduce the repetitive tasks that tie up human capital (which could be targeting higher cognitive functions and complex support cases), but to afford the quick and easy self-service requests for which customers don’t want or have time to interact with a human.
Whether you are evaluating or building your contact center, prioritizing the people, technology, and workflows will mature this core component of your business and level-up your organization’s ability to deliver exceptional experiences at any point in the customer journey .