8 Best Practices to Providing an Exceptional Customer Experience
Even more than price point, consumers are using their customer service interactions as a gauge to determine their level of overall loyalty. In fact, according to a PwC study, 86% of buyers justify paying more for a great customer experience. Even if there is a problem with a product or service, 70% consumers are ready to forgive quickly and keep their business with the company if their complaints are resolved in a timely and thorough manner.
But here’s the challenge, how do you deliver this level of customer service without the right resources? Whether it’s legacy contact center tech or lack of agents to resolve customer questions, your hands may be tied, limiting your ability to respond quickly. With a competitor always waiting to take your place, it’s time to transform your Contact Center into an Experience Center.
With more than 30 years of helping clients better serve their customers, the NEOPOS team created a list of the 8 best practices to help you provide an exceptional customer experience every time and show you how Cisco Webex Contact Center makes it easy for you to deliver.
- Be available when and how they want
Customers want to connect through the channel of their choice—phone, text, chat—24/7, so these capabilities are a must-have for your contact center. Webex voice and chat AI-powered Virtual Agents give customers options for natural, fast, and easy round-the-clock self-service.
- Align customer priorities to agent experience
If self-service won’t do and customers want to speak to a person, Webex Contact Center can route those calls to the right teams or agents, no matter where they are—in-house, branch offices, or remote—accurately matching them with each customer’s priority and need.
- Use problem resolution as a relationship builder
Problem solving is no longer a transactional relationship. Webex Experience Management includes a variety of ways for you to build an end-to-end customer experience that can help you increase customer loyalty, reduce customer churn, and improve customer satisfaction scores (CSAT).
- Make your first impression the best
Increase first-call resolution by providing agents with access to the customer’s journey history, using Webex Contact Center’s intuitive agent desktop, and deliver the best possible customer experiences, every time while enhancing agent satisfaction and retention.
- Choose tools that fit you, not the other way around
Creating work arounds to make your business align with new technology, is not the way to go. Webex Contact Center’s next-generation, fully customizable platform, provides you with user-focused tools that empower flexibility and management without burdening IT resources. It also integrates seamlessly with the business applications you’re already using for overall optimization.
- Collaborate freely to build a better experience
Every agent isn’t going to know every answer to every question. However, with easy access to cross-department and cross-functional subject matter experts they can solve customer problems quickly, the first time. Webex Contact Center users can connect with one another using the host of Webex collaboration tools for messaging, calling, and meetings all through the single Webex Control Hub.
- Run the numbers
Make sure whatever solution you choose delivers not only on performance, but also on return on your investment. As a cloud-based subscription, Webex Contact Center enables rapid time to market and time to new revenue while minimizing upfront capital investment. Plus, with its wealth of features, it enhances agent productivity, meaning more customers are being served, lowering the total cost of ownership.
- Choose a trusted advisor that is invested in your business success
NEOPOS has decades of call center experience, which means we’ve seen it all. In fact, this gives us the expertise to help you choose the solution that is best for your business, even when it may not be the one you originally asked for. We take a full-service approach from getting to know your business and business processes, through implementation, all the way to providing support of your technology. As a Cisco partner, our teams are Cisco certified and experienced, so together we can deliver more than just the Contact Center you asked for, but instead the Experience Center that your business requires.
Whether you’re a new business creating your first contact center, a medium-size business looking to improve contact center operations, or a large enterprise needing visibility and control over multiple contact center sites, NEOPOS and Webex Contact Center empower you to deliver the future of customer experiences.
Don’t keep your customers waiting. Ask for a free evaluation from one of our experienced contact center experts and get started today.
