Why Contact Centers Need Customer Experience Management?

Posted by VOZIQ on August 25th, 2015

Your business' contact center is indeed one of the richest sources of consumer insights, being a central hub for customer interactions that shape their experiences and influence their satisfaction. To ensure meaningful interactions and increased conversions, you need proper customer experience management, which works to turn these insights into useful data and strategic intelligence.

Customer experience management or CEM is the collection of different processes that companies use to monitor, oversee, organize, and make sense of every interaction between consumers and the organization throughout the lifecycle of a customer. The primary goal of CEM is to optimize and enhance interactions from the viewpoint of the customer, thus resulting consumer loyalty. It is for this and many other reasons that business contact centers require proper management of intelligence gathered through consumer interactions:

• Contact centers allow you to understand consumer sentiments and customer experience issues more deeply, thus helping you address the root causes of their complaints and dissatisfaction. Consumers call support to seek help, air their grievance, and look for solutions to their needs. With efficient customer experience management, contact center agents will be able to address these needs in a timely manner, never sacrificing valuable interaction time as they search for the information they need. Long wait times often appear unprofessional and inattentive to customers, which greatly contributes to their dissatisfaction with the service.

• Customer experience management allows for better collaboration with other business units, resulting in a faster and more efficient identification of issues and ultimately, faster resolution of their problems/requests. With CEM, contact centers do away with complex workflows that span different systems. This also eliminates the need for consumers to stay on hold as their agent navigates from one system to the next or re-enters the same data they have already provided just to get to the root of the problem. A better system allows different departments and business units to work together in identifying and addressing consumer issues.

• CEM helps enhance net promoter score (NPS) and loyalty as issues are addressed more quickly and efficiently. This also prevents customer churn, which is a common issue when customer experience isn't reaching the satisfaction levels that clients expect.

• Finally, CEM helps businesses gain a competitive advantage as they can provide excellent customer experience at a much lower cost than their more complex systems that simply don't work. An efficient customer experience management system provides you with a platform that transforms your customer interactions into valuable intelligence that help demystify their experiences and open your eyes to common blind spots.

About The Company:

VOZIQ is a Washington D.C. based technology company helping enterprise contact centers mine customer interactions to improve customer experience and contact center performance. Our managed analytics services offer benefits of synergy of cloud-based technology, proven solutions and a team of industry experts.