Improving the customer experience is the heart of a QA program. Because of this, call centers should strive to enhance that experience with every metric and process they implement. Customers not only want convenience and quick solutions at their fingertips; they also want to feel trust in the companies they work with. Trust, in turn, creates loyalty, which will help with retention. That’s why call centers must make improving the customer experience a top priority.
Customer service and the customer experience are intertwined. But they are not interchangeable. The customer experience (CX) encapsulates the entire journey a customer takes with your call center. This includes initial search, communications, and final purchases.
On the other hand, customer service is how the customer is treated in person-to-person interactions with employees at your call center. The primary difference is that the customer experience is much broader, whereas customer service is a small but essential part of the bigger picture. Think of customer service as one snapshot in the album of the customer experience.
Customer service continues to evolve with a greater focus than ever before on the best customer experiences possible. Today, customer interactions are increasingly complex, and with many interactions happening online, it’s more than a simple, quick fix. Customers expect care, empathy and, in some cases, an emotional connection.
A great way to create this connection is by prioritizing customer service in each process, interaction, and policy in your call center. There are many ways prioritizing the customer experience benefits call centers:
Now that you understand why the customer experience matters, you can understand how to implement experience improvements in your call center.
CX is the whole picture of every customer's interaction, from landing on your website to buying a product or service and any follow-ups. Everything you and your contact center do impact those customers’ perceptions and their decisions to return or not. As a result, great CX is critical to your overall success.
Customer experience varies by channel and business. However, there are some excellent customer experience examples that successful contact centers should follow in their daily routines:
Keeping these best practices in mind is a great way to evaluate your call center’s customer experience goals. But it’s most helpful to see these best practices in action. Read on for a few customer experience examples straight from our portfolio.
Improving the customer experience is the overarching goal of any quality assurance program. When you choose to use a QA program in your call center, you prove your commitment to your customers. By keeping these customer experience best practices and examples in mind, call centers will always hit the mark when providing an exceptional customer experience. Get more real-world examples of how QA can improve the customer experience in our case studies today.