As a child, you were reassured time and again that the monster living under your bed was a figment of your vivid imagination. While that (hopefully) turned out to be the case, there are troves of “monsters” occupying the dark corners of contact centers that are impeding change and negatively impacting the customer experience in very real and measurable ways.
The bad news: these monsters are more common than you think. Even if your contact center is operating smoothly on the surface, they still find a way to sabotage the customer experience behind the scenes. The good news: it doesn’t take a medium to identify where these pesky problems hide. Here are some of the monsters that are keeping you from turning everyday customers into loyal, outspoken advocates:
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Customer service teams, with the right tools, have a treasure trove of customer data at their fingertips. This data can be used to understand everything from which callers have open cases to how often customers are getting their issues resolved in their first interaction with an agent. Leveraging this data enables you to resolve issues faster and put processes in place based on what’s proven to work. Stop by our Opentalk18 session, Using Customer Data to Drive Change, to better understand how to leverage data to create happier customers.
This idea of “customer experience” as we know it today is actually quite a new concept. Innovative companies have made CX-driven transitions such as evolving day-to-day account management into comprehensive customer success programs, yet many organizations are slow to adopt or flat-out skeptical of this wave of change. This creates a poor experience for customers who are demanding personalized interactions and immediate support. Creating Momentum for Your Next CX Initiative is a session at Opentalk that helps leaders drive CX transformation.
In order to provide an impeccable customer experience, your success and support teams must work hand in hand. Siloed teams give customers an inconsistent experience, which is an unfortunate reality in many organizations. One way you can align these teams is by establishing shared goals, such as customer retention or NPS. Join our Opentalk session on Weaving the Thread of Customer Experience and Customer Success to learn how you can ensure success and support alignment.
If any of these monsters sound familiar to you, join us at Opentalk18 on November 7th and 8th in San Francisco! You’ll hear from dozens of industry experts and thought leaders as they cover even more key topics such as: