SPONSORED | Human connection is key to good CX: technology can resolve less complex queries, but customers need the option to seamlessly switch to a person for help, writes TelvivaSA's Kelvin Brown.
Prioritising EX for a contact centre agent will go a long way in converting a contact centre from a cost centre to a value centre. Agents play a crucial role in generating business value by retaining customers and cross selling when the opportunity arises.The Covid-19 lockdowns may be a distant memory, but it does not mean things are as they were before 2020. Hybrid work environments are becoming increasingly common.
This not only makes the employee’s journey better but allows the agent to offer great customer experience. Presenting agents with a view of the customer’s previous engagement with bots and artificial intelligence As for making the decision to move to a new internet service provider, poor customer service ranked only a percentage down than the reliability of the service itself . This is important news when designing a CX strategy.
You can't have an outstanding CX if employees are not empowered with the right tools and collaborative ability to resolve a client’s query quickly and positively
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