Strategies to Improve the Management of Customer Experience and CX Metrics
Implementing These Top Four Strategies Can Improve Customer Experience Management and Visibility Into CX Metrics
Developing strong customer experiences requires a strategic approach across multiple departments within the company, not just the contact center. These four approaches can be combined to produce insight to improve customer experience management and measure the effect of change as new processes and procedures take hold.
Deliver Outstanding Customer Experiences by Continuously Optimizing Your Workforce for Substantial ROI
Designing and delivering the optimal customer journey can be a challenge for any sized organization. The ability to identify and classify resources (whether human or automated services) and assign them customer-centric tasks will create a measurable, manageable workflow from a complex array of operational and business-driven requirements. Back office systems with disparate customer information can be combined with real-time customer activity, providing relevant information to your workforce when dealing directly with the customer or addressing their need. Workforce optimization can help manage the customer throughout their journey – while continuously optimizing your workforce to deliver a consistent experience across all channels.
Optimization requires every interaction to be monitored to identify further improvement. Employee training needs can be identified and scheduled automatically.
Training needs will be completed in a timely manner so that it is remembered and ready for use. Skills will be updated once training is completed so that calls requiring that skill level will be received. And if an employee falls short, skills can be decremented if they are not at satisfactory level. Optimization to this degree requires comprehensive integration of business processes that automation alone can provide. However, the payoff in exponential growth and revenue driven by happy, loyal customers will be substantial.
Proactively Gather Customer Feedback and Quickly Implement Changes to Improve the Customer Journey
Combining survey opinions with contact center activity is critical in support of retention and loyalty programs by garnering post-interaction customer feedback to improve processes. Surveys can be quickly implemented in an automated manner across different touchpoints in the engagement process to help you identify problem areas and better coach your workforce. Surveys help further refine the customer journey as well as improve internal business processes and procedures using timely and targeted feedback.
Implement Routing Using Full Context to Improve First-Call Resolution Rates
Routing originated from linear, multi-queue-based legacy systems that provided little flexibility into how customers were handled. These routing limitations led to long wait times, many transfers, underutilized personnel and unhappy customers. Later iterations of hardware-based routing technology led to exponentially complex designs that offered only marginal improvement and a higher cost of ownership – especially for multi-site deployments.
No matter your business goals, knowing your customer ahead of time and how you are going to serve them will transform your contact center operations. Robust and efficient routing capabilities help create the right balance between great CX, and operational efficiency. By connecting valuable customers with the best possible person available, routing strategies help your organization drive customer satisfaction and reduce frustration. Routing correctly the first time – whatever the customer issue or need – can be the difference between an unhappy customer and a loyal brand advocate.
Further Adapt and Refine Your Customer Experience Strategy Using Granular Business Intelligence Analytics and Reporting
Multichannel reporting and advanced business intelligence capabilities allow you to manage your contact center more efficiently and also provide analysis to identify process improvements and cost justification exercises to upper management. Real-time reporting and dashboards gives you a high level overview of both your omnichannel service levels with baseline statistics and summary data to make informed decisions without deep diving into specific details. Using visually represented analytics, and real-time and historical reporting help you better manage KPIs, and monitor SLAs and other key performance metrics from a company-wide perspective.
Alone, each of these four best practices will improve visibility into your current customer experience strategy, allowing you to make informed decisions and enhance your CX. Combined in a single customer experience platform, these best practices will allow you to design and implement a continual process of improvement using customer insight to optimize the workforce and streamline the overall customer journey.