customer experienceStrange Case of Dr. Jekyll and Mr. Hyde is the original title of a novella by the Scottish author Robert Louis Stevenson, published in 1886. The story is about a London lawyer named Gabriel John Utterson who investigates strange occurrences between his old friend, Dr. Henry Jekyll and the evil Edward Hyde.

The book is commonly associated with the rare mental condition often called “split personality,” but referred to in psychiatry as dissociative identity disorder, where within the same body there exists more than one distinct personality. Sometimes, your customers could experience your company as a Strange Case of Dr Jekyll and Mr Hyde as well!

Are you delivering a consistent experience across the customer journey?

Your front office, or multi-channel contact center, typically acts like the friendly Dr. Jekyll when it comes to customer experience. It is well organised, well mannered and exists to help your customers. But as soon as your customers are exposed to the efficiency of your back office or the effectiveness of your business processes… they are likely meeting Mr. Hyde.

All of a sudden, your customer experience changes.

Is this the same company I spoke to a few days ago? They seemed so well organised? They promised to deliver? It feels like I am dealing with a different company now!

In order to create a consistent, end-to-end customer experience and cure your organisation’s split personality, consider the following recommendations:

1. Ensure you have a single CX platform that manages both your customer interaction channels and work items that originate from your business processes and back end systems.

2. Define business rules that constantly re-prioritize work to ensure your employees work on the right task at the right time.

3. Implement a ‘push mechanism’ that assigns work to your employees based on real-time availability and skill proficiencies to increase responsiveness.

4. Apply common KPIs across both front and back office to ensure you can measure and manage the entire customer experience

These four recommendations can cure you, if your organisation seems to be suffering from a split-personality customer experience.

To learn more about the business benefits and capabilities of Enterprise Workload Management, read why research firm Frost & Sullivan awarded Genesys with an award for Technology Innovation in Workload Management.

You can also view our on-demand webinar on the Top 5 Plays to Improve Back Office Productivity.

Follow me on twitter: @stefancaptijn

Stefan Captijn

Stefan Captijn

Stefan is Senior Director Strategic Marketing at Genesys. Stefan joined Genesys in April 2000, lives in the Amsterdam area with his wife and two children. In his free time, Stefan enjoys building loudspeakers, cycling and running.