Contact Center Perspectives (8th June, 2016)

Why global organizations are considering Customer Engagement Hub as the next phase in the evolution of contact centers? Are SMEs today fully aware of what is needed to deliver excellent customer service? Trust is one of the most important components missing from your voice of the customer program. Are you aware of that? Do you have any idea how employee engagement correlates highly with customer experience? Collecting customer feedback is one way contact centers can add value. But, how many contact centers are doing it right? Find answers to all these questions and many more on this week’s Contact Center Perspectives. We are sure you will have a great time going through them!

 

Contact Center Perspectives (8 June, 2016)

The next evolution of the contact centre: The Customer Engagement Hub (mycustomer.com) 

Today, people no longer automatically pick up the phone when they want information, or walk into a store if they want to buy something.  In many respects, in this new digital world, the traditional fixed location Contact Center becomes an outdated concept. Which is why many global organizations are starting to look at the next phase in the evolution of their contact -centers the Customer Engagement Hub (CEH). Find out in this interesting article what is CEH and how is it transforming the contact center industry.

 Sixteen customer service statistics and what they mean for small companies (www.smallbusiness.co.uk) 

To compete with larger competitors, SMEs need to deliver speedy, personalized and friendly customer service across multiple channels. Did you know that reducing your customer defection rate by 5 per cent could increase your profitability by 25 to 125 per cent? Here, in this article the author talks about 16 statistics that illustrate what is needed to deliver excellent customer service today, and the associated challenges and opportunities for SMEs

 

The Most Important Piece Missing from your VoC Program (metrics.net) 

Trust is a critical component which often goes missing from your voice of the customer program. Interestingly, this trust drives your customer loyalty. Organizations have to generate large amounts of emotional energy that will fuel the change management effort.

The author has defined how you have to move beyond listening to action, you must build trust in your findings and link them to your company objectives.

The Stunning Stats Behind Employee Engagement(www.bradcleveland.com) 

Employee engagement is strongly tied to customer experience. If you’re into statistical correlations, you’ll get a kick out of this. Find out in this article how frontline service employee engagement correlates highly with customer experience.

According to Gallup, companies with highly engaged workforces outperform their peers by 147% in earnings per share.

 

Contact Centers Fall Short on Surveys (www.toistersolutions.com) 

Collecting customer feedback is one way contact centers add value to their CX program. However, it is surprising to know that 63% of contact centers do not have a formal voice of the customer program. Customer feedback can be used to retain customers, improve customer satisfaction, identify product defects, and increase sales. Here in this report, the author has highlighted the top five challenges contact centers face with survey data:

  • Using survey data to improve service.
  • Getting a decent response rate.
  • Analyzing data.
  • Designing effective surveys.
  • Taking action to help dissatisfied customers.

We hope you enjoyed this week’s Contact Center Perspectives. Be sure to respond in the comments, tweet us @VOZIQ or follow us on LinkedIn.

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