How to improve digital customer experience through operational excellence
So you've implemented your digital strategy, spent a lot of money, devoted countless labor hours and transformed your contact center into a digital-first omnichannel customer service machine. But you aren't quite realizing the operational benefits you baked into your business case and, even worse, the reaction from your customers isn't as enthusiastic as you hoped it would be. What to do? How do you improve digital customer experience while also realizing the operational efficiencies you're counting on?
Like every operation, refining digital customer service is an ongoing effort. You're never done. There's always some operational improvement or a new technology you can implement. That's great news when you want to improve digital customer experience.
NICE inContact has worked with numerous companies in several different industries and we have found that sometimes the best way to improve digital customer experience is to focus on operational excellence. Here are some real-life examples of what works: