According to a recent CRM Magazine article
, only 8 percent of companies succeed at delivering excellent customer service.
That’s a sobering number, but it’s also an opportunity, as it suggests
that a renewed focus on the customer experience might be the fastest way
to gain a competitive edge and increase sales.
The call center can play a critical role in this strategy. And according
to this CRM article, one of the keys to improving customer service is
for companies to “realign their customer experience ecosystems.” That
means making sure employees, partners, policies, processes and
technologies are all working together to optimize the customer service
Call recording software and workforce management solutions exist to make
agent forecasting and scheduling more accurate, but if agents aren’t
adhering to the schedule or company guidelines, it won’t matter.
Conversely, the most efficient and dedicated agents imaginable can be
hampered by technology that is improperly set up or too difficult to
Ideally, a customer wants to acquire a product or service with as little
inconvenience as possible. The ordering and payment process should be
streamlined in a way that allows the customer to get on with their day
and the agent to complete the transaction quickly and move on to another
call. That is more difficult than it sounds when the agent has certain
company-required responsibilities to try and upsell a related product,
or request customer feedback on their encounter.
When customers call with complaints it is obviously too late to provide
the ideal experience, but the right agent using the right words stands
an excellent chance of salvaging that customer relationship.
A healthy customer experience ecosystem allows agents to meet their
professional and personal objectives (days off, breaks etc.),
incorporates technology that improves customer service and agent
performance, and discovers customer preferences before striving to meet