Customer Experience Management
One of the realities of the recession is that CAPEX for many contact centre improvement projects has been shelved. With green shoots now emerging, how do you win over the board to gain your share of future investment? One answer is Customer Experience Measurement – the number 1 future area of focus for Contact Centre Managers according to the 200 UK Call Centre Managers who took part in the 2009 Contact Babel survey.
This free white paper defines how you can use Customer Experience Management (CEM) to ensure that every customer interaction is handled as efficiently as possible and in a way that is most likely to result in an outcome that is positive for both the customer and the company.
The white paper describes the 3 ways of measuring Customer Experience Impact on the call centre:
- Customer Satisfaction – traditional method of surveying customers post transaction and gaining their feedback to their overall levels of satisfaction
- Net Promoter Score – measuring the advocacy levels of customers - used by European Call Centre of the Year British Gas Cardiff to transform the basis under which the quality processes are managed
- Empathy Index – which has a proven correlation between the financial return to the company by achieving a high customer empathy rating
However you measure your Customer Experience, what does that lead to? Answer – a prioritised set of business improvements across those areas of contact centre that will have most impact on driving higher Customer Experience scores. This then means that the changes that you make will have a direct impact on the company’s ability to acquire, retain and support customers. A sure fire case for action – even in the current challenging economic times!
