When you think of a situation where you have been involved in a great customer experience, one, if not all, of these words will be used to describe it: Empathy, empowerment, enthusiasm. Did you feel like the call center agent truly understood your current situation? Were your expectations exceeded by how much the agent was aware of your past interactions or appreciation for your customer loyalty? Was your agent very interested in your needs? These characteristics are what makes a customer experience memorable and meaningful.
Our partners at Salesforce released a new report called the State of Service and found that "customer experience is ranked the top KPI type used by sales organizations to measure success."
Success lies in the hands of customer experience and if you have not yet invested into this KPI, you are behind. To ensure the customer experience is top notch, you will have to make sure your agents are set up for success.
Engaged contact center agents provide customers with a greater experience - with greater results - than those that are not engaged. These agents are able to possess the empathy, empowerment and enthusiasm the customer expects. If that is exactly what your contact center needs, the most important step in truly delivering experiences that matter is to empower agents with tools that are clear, consistent, and highly complementary to all areas of the ecosystem. Agents cannot be engaged without an ecosystem of Customer Relationship Management (CRM), Workforce Optimization (WFO), Unified Communications (UC), Analytics, and more.
Every business is unique, but contact center agents empowered with the right tools in the right environment will give consumers a personalized experience, no matter the business. The personalized experiences will lead to greater sales, better customer service, and increased brand loyalty because your agents will deliver the empathy, empowerment and enthusiasm.
Five9 will be at Call Center Week Winter in New Orleans, Louisiana this week discussing this topic and many more trends. If you are at this event, stop by our booth 109 for live demos, questions answered by the experts, and learn more about how to deliver meaningful experiences. Our team is also having a roundtable discussion in the Grand Ballroom AB #5 on January 18, 2017 at 11:45am. We would love to see you and chat with you there.