According to an inContact/Harris Interactive study, more than 70% of consumers between the age of 18 and 44 would be likely to switch to another brand that offered them a wider array of contact options.  This signals a significant shift in brand loyalty and means that organizations need to get serious about offering customers a hand in creating a service experience that is meaningful to them.  But how do you get started?

  1. Look at your customer segmentation. Is it sufficient to customize their experience?
  2. Ask this question: If we collected ONE more piece of customer information before sending the call/contact to an agent, what would it be and what value would it bring?
  3. Look at your current ACD skills, queues and priorities. Do they need refinement? Could a more personalized experience be created with changes to these tools?
  4. Identify a short list of commitments we can make to our customers that we aren’t doing today, such as scheduled call backs.
  5. Experiment with a new channel that you don’t offer today.  Start small and identify a small group of friendly customers willing to beta test the channel with you.

More from the Blog

Building a Business Case for Contact Center Change

Originally published on LinkedIn by Bill Pieper, President of EPIC Connections Being a contact center executive is a unique (and stressful) role. While contact centers provide service to customers, most are also service providers within their own organizations. In...

read more

New Technology in your Contact Center? Consider This…

Modernization is a clear trend in the contact center world. But, as we all know, adding new technology starts with a thorough search, careful selection and effective implementation of the chosen technology. Having served many clients over the years who were starting...

read more

© 2019 EPIC Connections, Inc.