After spending a few days at Genesys G-Force this year, it’s really apparent how quickly the focus has shifted to building competitive differentiation through customer service. This year’s event included over 1,000 attendees and had a dedicated session track on the customer experience. Focusing on the customer experience is a significant change for most contact centers as they evolve beyond the tight financial environment and aggressive cost control initiatives that have been prevalent since 2008, and begin to tackle initiatives around building stronger customer loyalty.
That changing focus to enhancing the customer experience is “just in time,” with most large organizations striving to maintain competition differentiation and retain the customers they have, as well as aggressively looking toward driving incremental revenues from their primary customer touchpoint; the contact center. With breakout session topics including creating a consistent customer experience across multiple channels, building mobile strategies, designing an empathetic customer experience, and engaging in the customer journey, all demonstrated the growing interest in this area.
It Takes a Deep and Well-planned Two-pronged Approach
While technology can play a very key role in enhancing the customer experience, the agent-to-customer interaction continues to be the front line that determines success or failure to a large degree. So, to really attack the customer experience, Echopass believes that it takes a deep and well-planned two-pronged approach with both technology solutions and agent-to-customer interaction enhancements to be successful. And this is where the old adage of “one + one = three” applies. A fully synchronized approach that leverages the best of both elements can yield tremendous dividends for today’s challenging contact center environments.