Tuesday, March 20, 2018

How to Put Employees First in the Customer Experience, and Why You Should

Obtained from: MarketingProfs

At many companies, the frontline of customer experience—the contact center—isn't meeting customer expectations. Although brands are adopting new technologies to better interact with customers and understand their wants and needs, the answer to delivering the right experience may be simpler than that.
At the very core of customer experience is human interaction, so to truly see return on customer experience investments, brands should invest in their most valuable assets: agents in the contact center.
According to new research from Calabrio, customer demands are increasingly complex, the number of inquiries are swelling to new levels, and agents feel ill-equipped to solve the ever-growing list of customer requests.
There's a lot riding on agent interactions, and the lack of support has many representatives feeling stressed out, abandoned, and stuck in a pressure cooker of expectation. The effects of a burned out contact center workforce can be devastating: 82% of people have stopped doing business with companies because of poor customer experience.

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