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Staying on Top of Customer Satisfaction
Watch these top key performance indicators to keep glitches from hurting your business.
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Customer experience is paramount in customer retention, and technical glitches, even minor ones, can have an enormous impact on a consumer's perception of a company. Combine that with the undeniable fact that today's contact centers are extremely complex—featuring multiple communication channels, self-service applications, routing schemes, agent groups, and vendor equipment—and the result is companies that sometimes are unaware of an issue until it is reported by a customer. Frustrated customers take their business elsewhere, and with word of mouth as a powerful influencer, they're likely to take their friends' business with them. With the advent of social media, a complaint that a few years ago would have been aired to a small circle of family and friends can now easily reach thousands, and potentially even millions, of others.
To illustrate this point, consider the global retailer that deployed a new CRM system in an attempt to provide better service with a CTI screen pop. Unfortunately, multiple integration issues occurred in the deployment. Although everything functioned well at low call volumes, the solution was unable to handle peak traffic loads, and the screen pop response time went from less than two seconds to an unacceptable 38 seconds. Additionally, while the agent waited for the screen pop, the entire custom CRM application froze, making it impossible for the agent to assist the customer at all. The result of this "glitch" was hundreds of frustrated customers.
Read the entire Tim Moynihan article
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