Most companies want to provide good customer service, but every second someone spends on the phone costs money. But instead of trying to reduce call volume, businesses start tracking things like average call length, which leads agents to rush through calls, hurting the customer experience (CX).
It’s not enough to have the best products or the best marketers anymore. Customers are looking to make connections with their brands. They want to feel like they’re cared for and that they got more than just a good deal. They’re looking for the full experience, and you can take a few steps to optimize customer experience at your company in the next year.
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No matter the product, every manufacturer looks for new ways to improve quality while lowering costs. And the best way to do that is by following well-established best practices in manufacturing operations.
So instead of randomly testing new processes on your own, start with these tried-and-true practices. Each of these four tactics have been put to use by some of the largest manufacturers in their market. But they can be applied by any size manufacturer producing any type of product. Check out these best practices in manufacturing operations and see how you can put them to use in your business.
Although many people are bearish when talking about manufacturing — saying that “jobs are moving overseas” or “nothing is made locally anymore” — the U.S. is actually on track to become the world’s most competitive manufacturing country by 2020. Still, that doesn’t mean there’s a lack of modern manufacturing challenges. Read More >
Not long ago, grocery shopping happened solely in-store, and banking was done with the help of a human teller. But the internet, social media and mobile devices have dynamically changed this relationship, and consumers have come to expect much more from their brand communication. It’s crucial to know what customers want from customer service. Read More >
Customer journey mapping is perhaps the clearest way to discover what your customers want and how you can make them happy. But creating this type of visual depiction is not always easy. It requires a wealth of data and keen intuition to truly get inside your customers’ heads.
So if you’ve decided to start customer journey mapping, you’ve probably started asking a few questions. Where’s the starting point? How do I know where my customer will go next? Who is this customer, anyway? All good questions, and thankfully, there are a few specific plot points that will form the frame of any good customer journey map. Read More >
Unless you’ve been in a digital detox for most of 2018, you may have noticed an increase in industry buzz around wireless 911 location technology, particularly in recent weeks.
In customer service, you need to know what your customer wants. But it’s also important to know who they are. Fortunately when someone calls your contact center, there are a few IVR authentication best practices that can help.
When someone calls your IVR — also known as an interactive voice response system — you probably hope they’ll finish the interaction using self-service. That means your technology must be smart enough to tell who is calling. There are several ways to make that possible. Read More >