The New CX Reality – What is Your Customer Journey Like Today?

Posted by lantelligence on Oct 19, 2020

The days of forcing your customer to communicate with you via one channel (over Voice) without any regards to their channel of preference are over. Discover why your customer journey and provided customer experience is crucial for your contact center. Continue reading to find out Part II now.

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In Part One, we discussed the importance of knowing your customer's demographics in order to know which channels you should provide to them. Additionally, we briefly covered the varying NPS scores for different age groups such as a voice-only experience ranking higher for an older demographic whereas a lower ranking for a younger demographic. Check it out here to get the full details. 

In Part Two of our Five-Part Series "The New CX Reality – Customers Drive How Your Contact Center Operate," you will discover Market Force Number Two to address and better improve your Contact Center's channel offerings. 

Market Force Two: What is Your Customer Journey Like Today? 

When a customer engages with your contact center today, what is their experience like? 

Are customers having good sales or customer service experiences? Are their questions or issues getting resolved in a professional and timely manner? 

Today's Contact Center will allow your organization to provide your customers the experience they are looking for. At the same time, it gives your Contact Center management exposure to every step of the customer's journey and key insights to where it needs to improve. 

Your Contact Center needs to allow customers to move through multiple channels within the same journey to resolve an issue–while giving your agents and management real time information about the entire journey and the customer's satisfaction with the resolution. 

A Tip for Improving Your Customer Journey: 

When engaging from a Mobile device, customers and prospects need to be able to communicate and escalate their engagement through chat, voice, and video to a live agent.

You need to ensure that all the money and effort
it has taken to create the customer engagement does not end on a Mobile app or website that is not addressing the customer needs. The customer needs to be able to engage with a live agent through the Mobile device via the channel of their choice without leaving your site or app to make a call, get a callback or go to another webpage.

Want more insights? 

This concludes Part Two of our Five-Part series. But, it doesn't stop here. Just recently, we aired a webinar "Breakthrough Contact Center Technologies to Engage Millennial and Gen Z Customers" with contact center experts John Triano of Inference Solutions, Tony Poer of 8x8, Vasili Triant of UJET, and host Mike Aoki of Reflective Keynotes, Inc. We discussed the cutting-edge technologies that you should be using at your contact center today. You can watch it here.

Speak to The LANtelligence Team today. 

If you'd like to speak with us directly about how you can transform your CX at your contact center, contact us today. Stay tuned for more. 

 

Tags: Video, Customer Experience, CCaaS, CCTR Operations, employee experience