Being transferred, answering the same questions over and over again. We all know how it feels as a customer not to be heard. Frustrating for the customer, but also for the employee. An efficient customer contact environment ensures happy customers and satisfied employees. A win-win situation for you as a customer contact manager.

Holding up too many balls

In a traditional customer contact environment, the moment a customer rings the – digital – bell, an employee has to pull data from various environments. Like a madman, he – or she – must switch between applications to retrieve bits of information from everywhere to come up with that one, correct answer to the customer. Nine times out of ten, that doesn’t go well. We have all experienced it at one time or another: you are transferred, you have to answer the same questions over and over again or it takes forever for your question or complaint to be dealt with. Frustrating for the customer, frustrating for the employee, and frustrating for you as a customer contact manager. In this way, you incur too many costs, have to keep up too many balls and miss the insight into the customer contact processes.

Golden combination

If you can use your employees more efficiently, you will save costs and have happier staff and happier customers. Your employees within the customer contact environment need to feel at one with your product or service. Whatever channel the customer contact goes through, if the employee can immediately handle the question correctly in terms of content, that means profit in all respects. Technology can support your employees in this. Not every employee is the same. Everyone has their own talent, knowledge and experiences. Nevertheless, you want every customer to be helped optimally. Again and again. By using the right technology, you can guide your employees. You help them not only in terms of content – what is the right answer to the question – but also through the entire process. When they find the right information about the right customer conveniently together in one screen, they have a 360-degree view. This allows the customer contact to be handled as efficiently as possible. This not only makes the customer feel recognized and known – regardless of which employee is on the line – you also ensure satisfied employees. Two birds with one stone: you create the ideal customer journey, and at the same time ensure the optimal employee journey. A golden combination.

Curious?

That ideal customer journey, the optimal customer experience, is the primary factor by which you can differentiate yourself from the competition. It determines the future sustainability and success of an organization, both in the short and long term. Do you also want to stand out in the market? Then contact us without obligation. We will gladly work with you to find the ultimate solution for your customer contact center. Want to get acquainted first? Stay informed by signing up for our newsletter.