Everywhere you look the data shows that customers’ expectations are at an all-time high. But what does that mean? Historically, the bar has been a friendly representative who could assist them in solving their problems. That bar is no longer competitive.
The new bar includes six critical customer experience drivers:
Personalization – a curated and connected customer journey
Trust – seamless advanced authentication and data protection
Expectations – understanding their unique needs and how they want to be interacted with
Resolution – guided systems that help agents resolve issues the first time
Empathy – relevant moments that makes each customer feel special
Time & Effort – self-service options across voice, chat, mobile, and web
Technology is the key enabler, but contact center leaders have a hard time selecting the right technology that meets the challenges and ambitions of their customer service organization.
Work with Mediu to get a perspective that will allow you to innovate and exceed the customer experience bar.