Make Your Customer’s Wish Your Command
The Internet has shifted the balance of power, and the customer is firmly in control. Customers want multiple ways to find information, buy products and get support; and they expect consistent service and recognition across all channels. This customer mandate challenges contact centers to meet these expectations in a time of shrinking budgets and resources, according to “5 Contact Center Megatrends and How to Ride Them,” a whitepaper published by contact center solutions provider eGain.
To meet this challenge head on, eGain recommends call center executives take the following two steps.
1. Think like your customers, and design service processes and scenarios from their perspective. What would make it easy for your customers to do business with you? What kind of help do they need in various phases of the customer lifecycle? An easy way to find out is to survey your customers.
2. Put together a road map for transforming your contact center. Map out the priority for offering new interaction options—such as Web self-service, e-mail response automation or Web chat and co-browsing—based on what your customers want; your contact center objectives and overall business strategy; and what your competitors offer.
For more information, visit www.egain.com.