The future of the customer experience center is already here. It means that both customer and employee experiences matter more than anything else. When you have engaged and empowered employees in your contact center, it has a direct and positive impact on customer experience.
With Gartner naming Total Experience as one of the top strategic trends of 2021, it is no surprise that organizations are making significant upgrades to their contact centers to deliver an incredible multiexperience (MX). Its mastery, after all, is key to any Total Experience strategy.
The organizations doing it well have spent years honing and crafting their MX and CX solutions (at massive R&D expense). But they still face trouble in aligning CX with other experience disciplines like user experience and employee experience. The below four tips use the cloud, AI, and IoT to help create a multiexperience contact center.
1. Getting connected: Creating memorable, effortless experiences
Customers need to connect effortlessly when and how they want, and whether they’re using voice, chat, mobile, or an app. Intuitive self-service options are as important as providing an easy way to speak directly to a contact center employee.
2. Process orchestration: Increasing responsiveness
Today, it’s about aligning the right resources at the right time, regardless of role or department. Being able to predict a customer’s next move can mean the difference between success and failure.
3. Managing resources: Empowering employees
When employees have the right tools, support, and coaching, they’re more successful. Empowered employees become more than just employees — they become brand advocates.
4. Knowledge and insights: Taking the next-best action
Organizations need to collect, analyze, and interpret massive amounts of data in real-time to serve customers.
Smarter tools create better experiences
From powerful automation that connects the entire customer journey and empowers employees to succeed to AI infused into every interaction to ensure the best possible results, the multiexperience contact center has what you need to create effortless, memorable experiences.
Avaya contributed this article.
The views and opinions expressed in this article are those of the author and do not necessarily reflect those of CDOTrends. Image credit: iStockphoto/metamorworks