There has been a tremendous change in the role that contact centers and their agents play in how customers interact with organizations. Simply delivering good customer service is no longer an acceptable practice. It’s about the experience. Today, customers are more knowledgeable about what they want and expect their needs to be met in the most optimal way.
Not many companies could have predicted how much the customer service landscape would shift in the last 10 years. The advent of social media and a customers’ willingness to share their experience online has proven to be daunting for some organizations. At the same time, this has created an opportunity for organizations to gain more insight into how customers think and better understand their behavior while simultaneously shaping their customer experience strategies.
While external data sources are appealing, the richest source of information lives within your company. And since agents are on the front line working to meet the needs of customers, having the right technology is key to unlocking the insights embedded in their daily interactions. Fortunately, the technology needed to unlock this information exists and it is ready to help you organize, analyze and gain crucial customer insights.
Not just any technology will do. It is important to leverage technology that will help your contact center quickly uncover and share information across departments and across the enterprise. Technologies like call recording and speech analytics are a great way to gain a 360-degree view into customer interactions and provide actionable insights that will help in delivering on the customer experience.
By combining speech analytics with a call recording solution you will not only protect your business from potential legal and regulatory claims, but it can also present you with the tools to quickly search for, access and analyze customer interactions—giving you insights into their preferences, behaviors, media choices and more.
Investing in your customers through the proper technology will help build your company’s future with a customer base that loves your organization, your people and ultimately drives loyalty.