Nice to meet you!
I’m Kris.

I’m the customer experience director in charge of our call centers. The thing I love most about my job is that no two days are ever the same. Lately, that still holds true, but the change each day seems to be going from bad to worse.

sue the customer
In order to meet customers when and where they want, we adopted multiple systems for multiple channels. It’s a mess! And not only does it frustrate me—it frustrates my team.

Good intentions, bad execution

My team takes care of customer service calls and up-selling. We knew our customers wanted to do more than just call us, so we installed web chat last year. What a disaster. The new app wasn’t able to fully integrate to our old systems, so now it’s double the work for everyone—two systems to administer, reports that don’t match, scheduling gaps, agents logging into multiple apps, double input for wrap-up codes, and on and on.

And my counterpart in marketing is insisting that we add even more capabilities, like social media, to retain and grow market share. But any new additions to our technology may bring it all crashing down.

Breaking point ahead

I have a great team and most days we can press through with workarounds and get what needs to be done accomplished by sheer force. But I know there’s a breaking point ahead. If things don’t start changing for the better, we’ll continue to frustrate customers, suffer lower NPS scores, demoralize staff, lose efficiency and eventually crash.

The path forward

Alex in IT was in the same boat as me, so he reached out to several vendors, including Genesys, who came in and showed us PureCloud—an all-in-one cloud customer engagement solution.

I was amazed by everything it could do! I could offer the customer any number of ways to communicate...a phone call, email, tweets, and even chat with co-browsing. It’s a single (yes, just one!), intuitive desktop. And since you only need an internet connection to make it work, I can start using at-home agents to fill my peak season gap.

Changing for the good

Everything’s still changing, but this time it’s all great! We were up and running on the new PureCloud customer service solution within weeks. Training time is down, employee satisfaction is up, and I’m actually looking forward to our next round of NPS data.

The biggest impact is on the future of our business. We’re strategizing our ideal customer experiences because now our technology lets us execute on it. I may not know how customers want to interact two years from now, but Alex assures me PureCloud open APIs and continuous deployment will keep up. Because the only thing that’s constant is change.

Omnichannel is no longer optional

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