Now more than ever, customer experience can make or break your business. To deliver memorable and exceptional customer experience, employees are the ones that have to have an amazing experience first. Empowered employees of your contact centre directly impact the experience your customers have,
According to Gartner, Total Experience is one of the top strategic trends of 2021. To keep up with this, organisations are investing in upgrading their contact centres to be able to provide multi-experiences. By perfecting the multi-experience, organisations have the key to any Total Experience strategy.
The organisations that have spent years perfecting their MX and CX solutions still face challenges in aligning CX with other experience disciplines such as user experience and employee experience.
In a recent article by Which-50 Digital Intelligence, they discuss what are the four tips on creating a multi-experience contact centre that combines the power of the cloud, AI, and IoT to set you on the right track towards a successful Total Experience strategy.
- Touchpoint Connection for Effortless Experiences
Customers like to have the freedom of connecting with a brand whenever and however they find convenient, whether it’s over voice, chat, mobile or email. Intuitive self-service can only do so much, so when a customer needs to assistance from a contact centre employee, make sure to connect all touchpoints throughout the entire journey – from voice to video, social to chat and other.
Always make sure to be prepared for every interaction by using predictive analytics and proactively engaging customers
- Process Orchestration
The ability to predict customers’ next move can lead brands one step closer to success. Personalising employee experiences with modern desktops that offer a single place for all information employees need is just one ingredient for increasing responsiveness.
It is the connection of customers to the right digital or employee resource automatically that delivers best possible results. Being able to empower employees, without IT intervention, can modify process workflows easily, in terms of customer-agent pairing, proactive outreach and more.
- Empowering Employees by All Means Necessary
The right equipment, support, and coaching all help empowered employees to be more than just that – they then become advocates for the brand.
Automated quality management, interaction analytics and insights into processes can easily identify any training gaps. Another way to improve employee performance is to use real-time performance feedback, mentoring and coaching, metrics and more.
- Data is King
Organisations that are able to collect, analyse, and interpret massive amounts of data in real time deliver effortless customer experience. Having necessary data at all times will not only allow for seamless customer self-service actions but also predict the next-best action.
Tracking patterns of successful behavioural interactions in real time will serve as a guide for more informed routing decision and eventually lead to higher sales conversions and experience satisfaction.
