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This blog post was co-authored by Genesys technology partner, eMite.
Nearly everyone has a customer service horror story — even people who work in customer service know how frustrating customer experience can be. Most negative customer experiences don’t result from companies that don’t care. They’re a symptom of having little insight into those negative customer experiences so they can’t improve them. That’s why data is so critical — it enables companies to turn their contact centers into customer experience centers.
When it comes to your data, the devil is in the details. As cliché as that sounds, it can be difficult to know what those details are or how to identify them. Often what’s happening with your contact center, good and bad, can feel like it’s going on inside a black box. It can feel nearly impossible to implement a strategy to improve your customers’ experiences. And it’s even more difficult knowing what to care about or what your data means when you have no context around it.
There are three basic steps — and a fourth less common one — for turning your contact center into a customer experience center.
The final step for companies that are ready to proactively address their customer experience challenges is to have a scalable analytics solution. If you already have a solution in place and it scales, that’s great. Dynamic and cost-effective solutions empower your teams with self-service analytics, making your entire organization more responsive to every challenge — from the daily to the extraordinary.
Once you’ve done these four things, you can identify and strategize improvements to your customers’ experiences, turning those customers into the brand advocates. If you’re in the market for contact center analytics, check out eMite on the Genesys AppFoundry Marketplace.
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