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We all have that image in our heads of the stereotypical callcenter where there’s been no investment in the agent experience and all the energy goes into keeping overhead low. These metrics are important, but the other side of the ledger is the customer experience – and lifetimecustomer value.
In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI. What is the cost of each call into the callcenter?
Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customerengagement capabilities. For instance, at a time of crisis, policies and procedures change rapidly, causing callcenter volumes to spike through the roof.
Effective response in a crisis requires that companies deploy operational agility in delivering customerengagement and support. Put simply, you’ll need the capacity to adjust your customer experience strategy and planning in order to dynamically address evolving customer and employee needs.
Uncertainty and anxiety have catalyzed a flood of customer questions and calls into service centers. Today’s stressed customers don’t want to wait in long queues or get stuck in automated systems that are overloaded and overwhelmed. The result? That sounds like a pretty good response to the double whammy of COVID-19.
COVID-19 has utterly disrupted how customers and companies interact. We’ve witnessed dramatic, rapid shifts in preferred customerengagement channels at a time of social distancing and people working (and doing nearly everything else) from home. 3 Big Trends in CustomerEngagement . Don’t Forget Mobile .
The term “customer experience” (CX) doesn’t seem to have a standard definition, but it’s often used interchangeably with customer journey, brand perception and customerengagement. Providing great CX increases customer loyalty and lifetimecustomer value, which directly impacts the bottom line.
Tips for Relating With The Customer. Having years of experience and quite a diverse background in customerengagement, Ed Porter has developed a deep understanding of his customers. On the customer support side. Yeah, so I grew up in the outsource contact center space. So with that, Ed, thanks for joining.
Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & CustomerEngagement Professional. Analyst at ICMI, and CallCenter Leader at Deloitte.
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