Stop trying to delight your customers in contact centers

Stop trying to delight your customers in contact centers

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Stop Trying to Delight Your Customers in Contact Centers Briefing

In this video I reveal Case Study insights and how customer effort can be impacted through advanced voice of the customer methods.

Agent-VoC-Scorecards-150Customer effort score and first call resolution while being related can not be mistaken as synonymous. In order to determine which metric works best for you a review of your customer journey is necessary along with empathy mapping to identify vital moments of truth that may enhance or erode the fragile customer relationship dynamic.

Contact Center Standard Practices are not Best Practices

You can not longer focus your effort on delighting customers. Delight and customer satisfaction have been used as standard practices for Voice of the Customer and customer experience measurement but can no longer be the default measure.

First call resolution has evolved into first contact resolution for most. Visibility and attention on multiple customer touchpoints has become common place and taken customer service into the realm of customer experience and organizational culture.

Customer effort places a new lens on customer interactions within those multiple touchpoints and focuses more on lean methods. Was the effort low for customers to be served and was the effort low for customer to be served? Both aspects of the effort continuum are vital for organizations to thrive. Finding balance is key and visibility is required to answer the questions.

Can You See What Customers Feel?

This briefing shows you how you can see more than ever into the customer call flow. This briefing provides you with case study impacts on drilling down into the customer effort and how you can obtain better insight into what drives customer effort score.

Next Steps to Greatness

Customer Relationship Metrics, LLC. is known as a thought leader in voice of the customer solutions in contact center. Register for a no obligation consultation to learn how your customer effort score can be improved with greater insight.

About Jim Rembach

Jim Rembach is a panel expert with the Customer Experience Professionals Association (CXPA) and an SVP for Customer Relationship Metrics (CRM). Jim spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner and frequently quoted industry expert. Call Jim at 336-288-8226 if you need help with customer-centric enhancements.

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