Customer Experience

Every year retailers invest a tremendous amount of time and money to meet increasing demands. Many even find themselves doubling or even tripling the support in their contact center, especially during the holiday season.

It’s no secret that the quality of companies’ customer service can make or break them. A good customer experience can help your brand, but a bad one can really destroy it. Consider the last time you wrote a review on a company.

You might think of customer experience as a journey. But for your customer, it can feel more like a maze.

Recent research shows that improving Customer Experience (CX) leads to positive gains in revenue. Which means that — in the near future — leaders in CX will outperform laggards in generating revenue growth. Your customers want quick, easy access to the information they need via the most convenient channel.

Traditional contact center measurements – such as Speed to Answer, Containment, and Average Handle Time – focus primarily on increasing efficiencies in order to lower costs. Ultimately, however, these metrics are only capturing part of the story when it comes to one of your most important revenue drivers: your customers.