In a world where the contact centre is the pivotal interface between brands and their customers, the importance of the quality of that interaction becomes more fundamental than ever.
But while new channels proliferate in our smart and cloud-based CX environment, the baseline of two humans involved in a direct dialogue remains at the heart of the relationship customers seek from brands they love. New research from Frost and Sullivan sponsored by EPOS reminds us of the importance of audio quality, in creating and sustaining that sense of connection. And despite the explosion of automation and new channels, the research identified that conversation still reigns supreme: Phone remains customers’ top preferred channel for complex interactions because it’s the fastest and most effective for issue resolution, with 70% of customers preferring voice or in-person interactions for complex customer service issues.
The rise of the super agent
The research identifies excellence in CX as delivered by a new class of customer care staff, expertly wrangling enhanced tools and software to provide unique customer journeys, particularly for demanding and high-touch interactions in sensitive industries from healthcare to finance. Replacing face-to-face interactions which may no longer be an option, these conversations can take place from literally anywhere, and it’s essential that the agents have really superior audio equipment — clear, crisp and uninterrupted.
When the provision of great service depends on that perception of closeness and connection, any dropouts, interference, or lack of clarity is highly damaging. The same goes for background noise or anything which could lead to a need to repeat what was just said, or proceeding on a misunderstanding.
Conversely, when agents feel empowered by great audio they not only serve their employer's customers better, they experience greater job satisfaction and reduced churn while being able to carry out their work from wherever they choose. The research showed a significant correlation between improved CX and enhanced employee experience, unsurprisingly. Making customers happy is satisfying and rewarding work, and when audio technology supports rather than impedes this outcome, it’s a win for all involved.
It starts with a great headset
So as well as the latest contact centre software, CX experts deserve professional headsets, which are specifically designed to optimise their environment, filter out unwanted noise, and enhance speech clarity. And they must also be light and comfortable for all-day use, with intuitive call handling features.
The EPOS audio solutions highlighted in the report include the IMPACT line, specifically created for use in noisy office environments and contact centres, the ADAPT line which was designed for remote agents working from anywhere and needing a highly flexible audio solution, and the EXPAND speakerphone and conferencing solutions.