Top Four Ways to Improve the Customer Experience

Posted by John Rake

7/7/15 9:00 AM

Click2coach workforce optimizationRight now, business leaders everywhere are looking for ways to improve customer service without spending a lot of money or overhauling current infrastructure. Now, thanks to recent innovations in workforce optimization software, this is possible.

As Envision, global providers of contact center software, explains in its most recent Click2Coach brochure, improving customer service is as easy as downloading a solution and sharing with end users in your enterprise (link to brochure). For a fraction of the price, you can improve the customer experience in the following ways:

Capture workflow in real time

The first thing you will want to do, as the brochure explains, is to analyze the way your employees are capturing data in real time. Instead of recording phone calls and spending extra time pouring through recordings, analyze the text that agents are recording and entering into databases during calls. Take a look at how much time they spend in each application, and you will see immediate ways of improving the customer experience.

Analyze your data

With the help of a single Web-based dashboard, you will be able to leverage multiple data sets at once. Back up your important decisions with metrics and you will be able to remove the guessing game from customer service.

Optimize your workforce

If an agent is taking a long time to complete a task, simply compare it to the amount of time that it takes other agents. By optimizing your workforce and bringing everyone up to speed, you will be totally confident that any agent will be prepared to help any customer, at any time.

Take action for improvement

These days, workplace improvement is all about quick solutions. As a manager, you need the ability to discover problems, address the situation and instruct employees how to improve. You also need the ability to figure out what is working, what is not working and what can be improved. Then you need to take action and provide agents with the tools they need for change.

 

Ultimately, the customer experience is one of the most important things that you can provide in your organization. Customers that feel agents are taking the time to address their primary needs and concerns above all else will reward your company with business and will ensure brand loyalty. Click here to see how you can foster this in your enterprise.

Topics: customer experience, contact centers, Contact Center Technology