July 9, 2020 - NobelBiz

The Key to Productivity Post-COVID: Elevating Customer Experiences It seems focusing on CX during the post-corona outlook isn’t as simple as continuing your previous efforts in that direction. The business world needs to take a proactive approach to customer experience. That means planning for and anticipating consumer needs based on data, research, and consumer feedback. These processes begin and end in the call center. Whether it’s outbound or inbound, sales or support, the agents of our industry are more often than not the drivers and the touch-points for consistent customer journeys. Therefore, in a post-pandemic world, I argue that most if not all call centers need to find a way to integrate customer experience within their processes, reporting, and analytics – in a way that is both better than before the pandemic (because nobody wants to go back to that) and particularly relevant to the current global economic context. These businesses have to find adequate solutions that cut costs in other areas in order to enable better agent experiences that will, in turn, lead to better customer experiences. Simply being present in multiple places where people spend their time online is a big step in the right direction. Facebook, WhatsApp, Twitter – many businesses don’t even have their accounts set up on these platforms and that’s something easy they could be doing to improve their customer experience. Then, make sure your voice connections are working, that the agent’s internet connection is working, and that the carrier you have is delivering adequate line quality – all are important drivers of customer experience. By using an efficient omnichannel tool – like our OMNI+ – contact centers can prioritize agents based on the nature of their at-home environment. Cutting any unnecessary risks when dealing with customers – such as dogs barking or other noises in the background – is also a way of elevating the productivity of your business to meet the needs of the hyperaware consumer.

Day: July 9, 2020

Post-Pandemic Productivity: How to Be Ready for a New Economic Outlook – Part 3