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\nCX is the most important aim of contact centres today and many professionals in the industry believe the customer service experience will impact brand loyalty even more than before the pandemic.\u00a0As businesses prepare to transition from survive to thrive mode, now is the perfect time to look back on lessons learned and come up with a plan to re-invigorate your contact centre strategy and\u00a0test your current CX knowledge<\/a>.<\/p>\n 5 ways to WOW customers<\/strong><\/p>\n Delivering exceptional customer experiences comes down to giving more \u2013 including ensuring agents receive the same level of TLC as customers, introducing best practice processes and deploying the right technology.\u00a0 Here are a few ideas for inspiration:<\/p>\n 1. Power your super agents \u2013\u00a0<\/strong>the journey to wowing customers starts with wowing frontline staff.\u00a0 No doubt, many agents are feeling far from super after the challenges of the past year.\u00a0 It\u2019s time to re-invigorate everyone with a fresh approach.\u00a0 Maintain honest and open communications and encourage agents to continue with new learning.\u00a0 Introduce self-service scheduling to allow agents to create a better work\/life balance.\u00a0 Then, give them the tools to drive exceptional CX with technology that blends desktop applications and customer interactions in one simple, intuitive interface.<\/p>\n 2. Hold the right customer conversations \u2013<\/strong>\u00a0by truly understanding how customers want to interact with your brand and then providing them with the channels of their choice.\u00a0 While the pandemic has accelerated digital expansion including the introduction of new channels such as social media, Calabrio\u2019s own research reveals that customers expect a fast and efficient service with the human touch.\u00a0 While 57% of contact centre professionals say customers expect \u2018multiple channels for communication\u2019<\/em>, 68% express a desire for \u2018human agent availability over bots<\/em>.\u00a0 The focus going forward is to invest wisely, namely in technology that enriches the customer experience by being meaningful.\u00a0 If you don\u2019t know what channels matter to your customers, simply ask them.\u00a0 Then, save the clever stuff for improving customer service such as uncovering bottlenecks or using automated analytics to reveal which channel is trending on a customer\u2019s wish list.<\/p>\n 3. Aim for analytics-driven\u00a0service<\/strong>\u00a0\u2013<\/strong>\u00a0advancements in Artificial Intelligence (AI) and Machine Learning (ML) provide contact centres with the valuable insights they need to give more to agents and customers.\u00a0 AI-driven speech analytics capture 100% of customer interactions while quality management (QM) helps\u00a0identify the one word that keeps cropping up in customer conversations to flag up issues, categorise calls and then prioritise them.\u00a0\u00a0Meanwhile, the latest Chatbots for agents and sentiment analysis identify potential cries for help in the contact centre from identifying agents who are struggling to cope to picking up on the mood of the customer.<\/p>\n 4. Introduce operational best practices for a competitive edge \u2013\u00a0<\/strong>using important operational and managerial insights that come directly from the contact centre.\u00a0 Forward-thinking organisations are utilising this valuable intelligence to change their ways of working and boost productivity.\u00a0 Take the example of Thomson Reuters.\u00a0 By acting on data, the company has dramatically improved efficiencies, increasing new agents\u2019 utilisation of knowledge assets to better\u00a0answer customer questions and accelerate resolution times.\u00a0 A 6.4% increase in CSAT and expected 3% saving in operating costs are just the icing on the cake!<\/p>\n 5. Invest in technology with the \u2018Give More\u2019 gene<\/strong>\u00a0\u2013<\/strong> the best solutions are designed to ensure stellar customer and agent experiences.\u00a0 Built with \u2018give more\u2019 in their DNA, they combine ease of use with the latest analytics and business intelligence (BI) to readily anticipate and respond to customer enquiries while empowering agents to reach their full potential.\u00a0 Look out for vendors who value partnership, innovating alongside their user community to build products that help organisations stay connected to customers and one step ahead of the competition.<\/p>\n Save the date for Calabrio\u2019s Big CX Quiz at 10am on Wednesday 5 May 2021<\/strong><\/p>\n At Calabrio, we have joined forces with James Dodkins, the Customer Experience Rockstar and host of Amazon Prime\u2019s \u2018This Week in CX\u2019 to present our first annual quiz, giving contact centre professionals the opportunity to test their customer experience expertise and learn new strategies on how to achieve CXcellence.<\/p>\n As James says, \u201cCX makes the world go round but how much do you really know about making it memorable and impactful for your company? True CXcellence is about giving more, and in the 2021 Big CX Quiz we are focusing on improving experiences for customers, teams and organisations alike.\u00a0\u00a0We promise you\u2019ll walk away recharged, reinspired and reconnected.\u201d<\/p>\n With the focus on giving more, the top four winners of Calabrio\u2019s \u2018Big CX Quiz\u2019 will each receive cash prizes that can be donated to the charity of their choice.\u00a0 For more information and to register, click\u00a0here<\/a>.<\/p>\n For additional ideas and inspiration on how to improve CX, download Calabrio\u2019s latest survey\u00a0\u201cState of the Contact Centre 2021: Cloud is here. What\u2019s next?\u201d<\/a><\/p>\n About the Author<\/strong><\/p>\n Magnus Geverts is VP, Product Marketing and Management at\u00a0Calabrio<\/a><\/strong><\/p>\n In this article Magnus Geverts at Calabrio shows how to stand out from the crowd and WOW customers in five easy steps and then invites you to test your knowledge in the Big CX Quiz on 5 May 2021..<\/p>\n","protected":false},"author":303,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/25773"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/303"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=25773"}],"version-history":[{"count":12,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/25773\/revisions"}],"predecessor-version":[{"id":25788,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/25773\/revisions\/25788"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=25773"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=25773"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=25773"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![\"Magnus](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2016\/05\/Magnus-Geverts.jpg\")
Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models\u2014and it gives our customers precise control over both operating costs and customer satisfaction levels. Through AI-driven analytics, Calabrio uncovers customer behaviour and sentiment and derives compelling insights from the contact centre. Organisations choose Calabrio for its ability to understand customer needs and the overall experience it provides, from implementation to ongoing support. Find more at\u00a0calabrio.com<\/a>\u00a0and follow\u00a0@Calabrio<\/a>\u00a0on Twitter.<\/p>\n","protected":false},"excerpt":{"rendered":"