Voice calling, emailing, messaging, webchat, even via social media: today’s consumers reach out how they want and when they want.
For brands, it’s an omnichannel challenge they must overcome if they are to deliver the kind of premium engagement and service levels that are now expected by everyone.
It means feature-rich and human-assisted contact center functionality is now a must, regardless of sector or size.
Understanding the issues at play is crucial, as is picking a provider partner with the solution and the smarts to cover every base.
To help advise and support, industry-leading provider of guided customer experience solutions Glance brought together a stellar group of US contact center experts to share their combined 50+ years of knowledge and insight via a series of informative webinars.
Here, with on-demand links, are their key takeaways…
“Customer journey mapping matters now more than ever” - Sumita Mullick, Vice President of Customer Service and Operations Analytics at health insurance provider Wellmark Blue Cross and Blue Shield
“Customer journey mapping is the ‘missing piece’ for enterprises when it comes to customer experience. Using data, organizations can pinpoint opportunities for improvement, as well as better understand their strengths — not just in the contact center, but at all customer touchpoints throughout their journey.”
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“Leading contact centers with empathy results in transformational CX” – Ben Devey, Director of CX, at fast-growing, human-grade pet food supplier Ollie
“The contact center is more than customer service; it’s a gateway to the voice of the customer. Creating a culture of empathy requires listening to both the agent and the customer. If one customer is having an issue, there are likely a dozen others that are too. Likewise, if an agent has a concern, other agents likely do, too. Neglecting one instance may be somewhat insignificant on its own, but these issues add up and can lead to death by a thousand papercuts.”
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“A digital transformation doesn’t have to be a major overhaul” - KT Ellis, Senior IT Product Manager at innovative cannabis e-commerce platform provider Dutchie
“The term ‘digital transformation’ sounds powerfully overwhelming, but that it doesn’t have to be. In fact, a change that takes only a few hours can make a huge impact. The key is to step back and look at the big picture. New technology may or may not make sense for your business. Align everything to your CX goals, invest in the right tools and technology, and watch every effort - no matter how large - make a big impact.”
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“The human connection between agents and clients is vital” - Andrew Thomas, leader of contact center teams at financial services brands Homepoint, Mr. Cooper, and Union Bank
“Amid technology's progress, human connection remains vital. A contact center isn't just for fixing issues; it's a chance to forge bonds. Authentic interaction is what customers seek, acknowledging their unique situations. This is where the contact center shines, transforming routine service into lasting memories. Empower agents by equipping them with the right tools, technology, and training to meet customers where they are and handle situations with empathy and understanding.
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To tap into these leaders’ expertise to help transform your own contact center and achieve your organizational goals, download the full eBook here.
