Rising to the top—these CX leaders are up for solving complex service challenges
Trying to find the right balance between human agents and AI? Customer data split across systems and apps? Struggling to hire and retain support talent? You may be a CX Riser.
Published November 2, 2022
Last updated November 3, 2022
Delivering truly world-class customer experience is a challenge in this (and any) economic climate, where leaders must stay on top of service best practices and customer expectations to remain competitive.
You’ve almost arrived
- Overwhelmed agents don’t have the resources they need to deliver conversational service
- Not ideal real-time visibility into performance metrics and the customer journey
- Needing to find a smart balance between human agents and AI/automation
- Finding it difficult to get a complete picture of customers because data is fragmented across multiple systems and apps
- Proactive purchase recommendations are not yet driving incremental revenue growth
- Bringing on and retaining support talent is a challenge
Become a CX Champion
Support your customers:
- Bring in automation at key touchpoints: A no-code chatbot can provide instant answers, eliminating wait times and freeing agents to manage higher priority tickets.
- Work smarter, not harder: Let technology shoulder the load. AI and app integrations can help you improve workflow, efficiency, and productivity.
- Optimize customer experiences: AI-powered tools can help you identify gaps in your help center content and equip agents with full context and interaction history so you can offer more personalized service.
Support your agents:
- Get proactive: Incentivize your agents by tying their performance KPIs to the company’s incremental revenue growth. That can be achieved through automated bots, which can supply the customer with proactive purchase recommendations and help free up agents’ time for more hands-on interactions.
- Value quality over quantity: Bring in only the best-in-breed apps that offer a complete view of customer data in a single client workspace. Discard tools that don’t use modern APIs so your agents aren’t toggling between screens to serve customers.
- Prioritize agent well-being: Invest in agent training and incentives to increase job satisfaction and promote productivity. Use tools that boost efficiency and collaboration so agents can see that their time is valuable.
Build in operational efficiencies:
- Adopt agile systems and processes: Your support system should allow you to share customer knowledge across the organization—and especially with your sales team—so that data doesn’t live in silos. This allows you to avoid an easy faux pas like attempting to sell a customer on a renewal when they’ve had major service issues or complaints.
- Optimize with data: Use data and feedback to get more insight into the customer experience. Consider apps that allow you to easily monitor customer interactions across multiple channels and generate real-time reports to easily identify areas for improvement.