There are many advances that have been made in Contact Centers, and today the role they have in the experience of customers linked to brands is crucial. To a large extent, this evolution is also due to the impact of technological evolution and the changes that consumers have undergone.
The arrival of omnichannel has meant a change in the way in which brands interact with their customers, where now this contact is not based exclusively on customer service as we have known it up to now and that makes us go back to those call centers in for whom the calls were the only way of contacting the company. The multichannel Contact Center enables a wide range of interactions that make it a customer experience (CX) center.
We are at a time when customers want brands to provide them with exceptional experiences, and usually when they don’t get them, they are quick to share their bad experiences with everyone. A positive experience usually leads to a purchase and according to a recent study published by Forbes, companies that focus on the customer are 60% more profitable than those that do not, so the experience that customers have can often mark the difference between business continuity and the decision to switch to a competitor.
It is not surprising that many companies now focus on offering a high-quality customer experience, and in each of the points of contact that consumers have with brands.
At each of these points there is always something that can be done to improve the customer experience in the Contact Center. Many clients come to us with the need to amplify the functions of their Contact Centers and in which we work with 100% customer-centric ad-hoc integrations.
It is not just about offering good customer service when a problem arises, but companies must be able to design a complete CX strategy that guides all company decisions and becomes the epicenter of corporate strategy.
New technologies such as Artificial Intelligence (AI) or chatbots considerably improve the customer experience in Contact Centers, but the importance of the emotional experience offered to customers when they contact the company should not be underestimated. business. In fact, 60% of consumers believe that they feel more heard when they talk to a person in real time.
Consumers seek interaction with brands that share their values, care about what they need, and understand their problems. That is why the agents must develop an emotional intelligence that manages to create connections with the people who call and say goodbye to that almost robotic service that was implemented years ago in the call centers.
Implementing more emotional tactics improves the customer experience in Contact Centers and directly affects customer emotions, which in turn are responsible for customer satisfaction. Satisfied customers are more loyal, spend more money and remain customers for longer as confirmed by the conclusions of a Blackhawk Network study where they state that 94% of users say that an excellent customer experience is the main reason why they they remain loyal to a business.
In short, the more customer-centric a company and its contact center are, the better their chances of delivering unique and engaging experiences that demand and retain today’s customers. If this is what you need, we are your best solution.
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