Strong customer service across all platforms at any time of day, even during an emergency, is a deceptively simple way for companies to differentiate. However, while 80% of companies believe they deliver a good or superior customer experience, only 20% of their customers agree.* A crisis can act as an unwelcome microscope that makes small issues much more prominent.
Improving the experience in a thoughtful and measured way is now possible, thanks to advanced analytics tools that provide insight into areas that need improvement. With these four steps, contact centers can adapt to changing customer requirements:
- Review self-service platforms regularly
- Consider speech analytics to understand customer trends
- Add agent behavior analysis analytics and quality monitoring
- Include social media monitoring and analytics.
To read the full analysis, download Analytics in the Contact Center: The Road to a Better and More Profitable Customer Experience.
How to respond to customers in a crisis
In an emergency or outage, call volumes to contact centers can spike, making a hectic situation worse and allocating precious resources to answering basic service questions repeatedly.
A new approach can manage service outages and unpredictable peaks in call volume to enable better customer service and streamline the customer experience.
Advances in interactive voice response (IVR) systems and communications standards like Session Initiation Protocol (SIP) can better optimize existing resources and let you add new capabilities faster. By architecting your contact center to move the IVR or voice portal in front of the agents, your resources do not engage until the caller has been greeted, identified and authenticated – making the system more efficient and flexible.
Depending on the caller’s intent and the situation, integrating with an outage management system, callback system or automated notification option can be provided to the customer in the manner the caller wants.