As millennials begin to overtake baby boomers as the majority of the workforce and consumer market, the desired customer experience is evolving along with them. Companies who are prepared to keep up with the latest customer service trends will be the ones who come out on top in the year ahead and beyond.
Data is the modern language of the call center. From FCR and abandonment rates to average handling time and QWT, acronyms and numbers often tell the story of the customer experience (Okay, I made that last one up just to see if you were paying attention).
But what about the story that the customer himself is ready to tell? Are you prepared to listen to the Voice of the Customer through a well-crafted survey? If so, you may be wondering how to develop call center feedback questions that will inform your practices and improve your service. Well, look no further.
Like listening to that little voice inside your head, learning how to hear the voice of the customer is an art that must be practiced and perfected.
If you listen close enough, you will be able to gain great insights on what your company is doing well and what needs to be improved.
Being able to tap into what a client wants, when and how is no longer a mystery. By really listening to the voice of the customer and taking action on what you hear, you will be able to actively fulfill your client's needs without guessing or beating around the bush.
Below, we will discuss how to really hear the voice of the customer to increase sales and customer retention.
You’ve defined your product, set up a catchy-looking website that speaks to your audience and created a killer marketing strategy. Sales are growing, business is flourishing.
But when your product starts taking over your home and a warehouse or storage unit sounds like a good idea, it’s probably time you work out the logistics on a scalable plan so you can continue growing.
Expanding and managing your e-commerce logistics goes beyond renting a bigger space. Perhaps it’s time you let the professionals take over this part of the business so you can focus on scaling it even further.
Asking the right P&L questions and planning accordingly will ensure a smooth experience for your customers. It may even save you from some potential blips down the road. Here´s what to watch out for:
Today, customers have more influence and are more powerful than ever before. They are connected and not afraid to express their opinions and share their passions about products and services online. Their massive capacity to influence other customers cannot be ignored.
Five months ago, my taxi experience was revolutionized with the Uber app (yes, I was a late bloomer). But more than the timely arrival of my cab, I was really impressed by the ability to click those 5 stars and thank my driver for the bottle of water he offered me. Gamification at its finest: A direct line of communication between my experience and the employee's performance. Power in the hands of the consumer-power to express my voice and know the right person got my feedback.
But while this type of convenient, real-time rating service is surfacing in other fields, it hasn't taken off in call centers. PlayVox is changing that.
PlayVox understands that driving data down to the agent level is what improves contact center productivity and efficiency. The release of our new star rating tool allows the customer to score their experience-providing instant feedback to their service agent.
The way in which businesses and customers interact in a digital world has changed the relationships between them. Those changes are, in no small part, a result of the speed with which customers have shown their willingness to accept advanced technology. Indeed, going forward, they will use their mobile devices to drive demand. You no doubt have questions on how the digital customer experience will affect your business in 2016. Please allow us to share our thoughts on the subject.