Articles
RSSComplacency: The Enemy Of The Customer Experience By Randy Saunders, Cincom Systems
September 26, 2006
•Article: Customer Experience Success
If your contact center operation is not being constantly evaluated and improved in regards to the four crucial areas of customer experience, you may be missing a powerful opportunity.
According to customer experience expert Shaun Smith (www.shaunsmithco.com), the four areas of successful customer experience are:
- Consistency
- Intent
- Differentiation
- Value
Technology can provide some insights surveys cannot. Sophisticated self-help systems for example can answer customers' questions practically before they know they have them. On the agent desktop, technology can help keep agents organized, on-task, and in-sync with the goals of the organization and with each other. And it can help agents expedite the contact process by streamlining the diagnosis and resolution process.
Click Here To Download:•Article: Customer Experience Success
Randy Saunders is the marketing director for Cincom's Customer Experience
Management products. He can be contacted at rsaunders@cincom.com.
