Providing good customer service has never been easy, but today it’s more challenging than ever, because of three factors. First is the growing overlap between marketing, sales and customer service. This is driven by customers’ increased expectations about the quality of customer service, the consistency of responses they receive during interactions and privacy legislation that limits companies’ collection and use of customer information and unsolicited contact. These circumstances put pressure on companies to take maximum advantage of all inbound interactions. Second, technology has changed customers’ communication habits, forcing companies to interact with them through multiple channels (including social media); this gets complicated when internally different lines of business hold responsibility for some of the channels. And third, companies can’t afford poor-quality products, services and customer experiences because customer complaints are likely to be broadcast over social media, potentially with devastating effects. To meet these challenges, companies have to start thinking differently; a good place to start is with the processes associated with customer-facing activities.
Topics: Customer Analytics, Customer Experience Management, Operational Performance, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Voice of the Customer Interactive Intelligence