{"id":7682,"date":"2019-11-29T11:00:26","date_gmt":"2019-11-29T11:00:26","guid":{"rendered":"\/gb\/en\/blog\/?p=7682"},"modified":"2023-01-17T10:26:40","modified_gmt":"2023-01-17T10:26:40","slug":"advent-better-customer-experience","status":"publish","type":"post","link":"\/gb\/en\/blog\/advent-better-customer-experience\/","title":{"rendered":"The Advent of Better Customer Experience"},"content":{"rendered":"

Christmas is a time of giving, sharing, peace on Earth and goodwill towards humanity. For many in western society, it\u2019s also a period of purchasing, of pressures on infrastructure, and of reduced services and premium rates. It\u2019s a time to relax and be thankful for what we have and who we have to share it with, but on the other hand, Christmas can be a stressful time with businesses trying to end the year as close to KPIs as possible.<\/span><\/p>\n

Spikes in purchasing make Christmas a busy period for retail companies and service providers, which can put a strain on customer service representatives and those working in contact centres. From a consumer perspective, the frustrations are well-documented: poorly developed voice recognition<\/a><\/strong> causes routing delays, incomplete contact records mean customers have to repeatedly describe their problems to multiple agents, and poorly integrated communication channels mean customers can\u2019t talk to companies using their preferred means.<\/span><\/p>\n\t

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\r\n\t\t\tThe State of Omnichannel in UK Contact Centres<\/span>\r\n\t\t\t

Find more facts about omnichannel,<\/h3>\r\n\t\t\t

Download our report The State of Omnichannel in UK Contact Centre<\/p>\r\n\t\t\tLearn more<\/a>\r\n\r\n\t\t\t\t\t<\/div>\r\n\t<\/div>\r\n\t\n

Customers can be left unsatisfied, service agents burnt out and off sick, and contact centre managers traumatised by the experience. It\u2019s avoidable, of course \u2013 and the solution isn\u2019t a Christmas miracle. Today\u2019s technology provides valuable toolkits to help contact centres deliver painless, efficient and effective services to customers through a combination of data integration and improved operational processes.<\/span><\/p>\n

Customer service agents want to do a good job by providing a quality service. Many feel hampered by inefficient processes and complicated tools that are heavy on administration but light on action. Too many existing tools don\u2019t empower agents to solve their own issues and provide a consistent service, instead requiring them to raise support request tickets or toggle through multiple interfaces.<\/span><\/p>\n

A truly unified contact centre can increase operational efficiency by integrating tools, offering an intuitive interface and providing easy access to CRM records to give agents the context they need to do their best work. For example, some key features of leading contact centre software<\/a> include:<\/span><\/p>\n