Customer experience (CX) describes the quality of all interactions an individual has with an organization. The more favorable each interaction is, the better the overall customer experience.
If your organization does not have a CX strategy, you can begin by identifying what is important to your customers, then build an experience map by documenting each occasion: when, how, and why a customer interacts with your organization. Then at each point of your experience map, assess how well you are meeting your customers’ expectations and identify areas for ongoing improvement. Because many customer interactions occur with the call center, pay close attention to how your call center contributes to CX experiences. There are now many specialized call center applications that can help improve CX. Therefore, consider upgrading your call center to give agents all the tools they need.
If you need to modernize an outdated call center to improve CX, consider the following:
- Examine the breadth and depth of all contact center CX applications
- Look for an “all-in-one” contact center where everything is integrated and supported by a single provider
- Use trusted, independent sources to verify a provider’s leadership and ability to deliver
What Our Customers Say
“With Advanced Chat and Cobrowse for CXone, the customer experience has dramatically improved with much shorter wait times, and our productivity has soared.”
Mike Bowman Senior Contact Center Manager, ECSI