3 ways contact center CX leverages unsolicited feedback for better loyalty

Charlie Moore | Jul 30, 2019 Charlie Moore 07/30/19

Customers expect a seamless experience when engaging with your brand across multiple channels. Your contact center is a vital tool that can help you integrate your customer touchpoints—which is key when it comes to delivering on customer expectations and driving loyalty. Here are 3 ways contact centers build better cross-channel experiences:

1. Human interaction is comforting

Sometimes a dissatisfied customer just needs to hear the words “How can I help you today?” It’s a small, but powerful thing. Your contact center agents are on the front line. Empower them with the tools to effectively close the loop and drive swift problem resolution. Reminding your agents that a little human empathy can go a long way will have a huge impact.

2. Customers like consistency

Everyone has had one bad experience with a company’s customer service line. Is there anything more frustrating than being put on hold for a long period of time, getting transferred to multiple people, or interacting with a disinterested, rude customer service agent? Consistency starts with effective training. Ask yourself: “What behaviors do I want my live agents to emulate in order to create the ultimate customer service?” Then enable your agents to interact with customers in a way that makes them feel valued and understood, which will help drive more seamless problem resolution.

3. Meaningful change starts with feedback

Your contact center is a critical touchpoint for building better customer connections. Delivering a seamless, cross-channel experience has gone from ideal to mandatory. In order to get a true read on contact center CX, brands need to have a customer experience management (CEM) program in place.

This is the reason behind Amazon Connect’s new post-call survey application. The integrated solution allows businesses to measure the customer experience through an advanced, post-interaction survey—making it easy to gain customer feedback. It also helps brands:

  • Integrate contact center reporting with other CX channels
  • Monitor + coach agents on key performance measures
  • Close the loop efficiently + effectively with real-time alerts

Empower your contact center to improve customer satisfaction

Just like a face-to-face interaction, you need to have a system in place to ensure contact center interactions are inspiring customer loyalty. To learn more on measuring contact center CX and improving your close-the-loop process, download the SMG AgentTrack product sheet.

Charlie Moore | General Manager, Digital + CC
Customer Experience Update