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Over the last few months, we’ve had the privilege to tap into the minds of proven contact center experts for Q&A sessions where they shared tips they’ve learned over the combined 50+ years of experience in the field. Below is a high-level overview of the key takeaways from our enlightening discussions.
Customer journey mapping matters now more than ever
Sumita Mullick, Vice President of Customer Service and Operations Analytics at Wellmark Blue Cross and Blue Shield, shared that customer journey mapping is the “missing piece” for enterprises when it comes to customer experience. Using data, organizations can pinpoint opportunities for improvement, as well as better understand their strengths — not just in the contact center, but at all customer touchpoints throughout their journey.
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Leading contact centers with empathy results in transformational CX
Ollie’s Director of CX, Ben Devey, stressed that the contact center is more than customer service; it’s a gateway to the voice of the customer. Creating a culture of empathy requires listening to both the agent and the customer. If one customer is having an issue, there are likely a dozen others that are too. Likewise, if an agent has a concern, other agents likely do, too. Ben said that neglecting one instance may be somewhat insignificant on its own, but these issues add up and can lead to “death by a thousand papercuts.”
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A digital transformation doesn’t have to be a major overhaul
KT Ellis, Senior IT Product Manager at Dutchie, said that the term “digital transformation” sounds powerfully overwhelming, but that it doesn’t have to be. In fact, they said a change that takes only a few hours can make a huge impact. The key is to step back and look at the big picture. New technology may or may not make sense for your business. Align everything to your CX goals, invest in the right tools and technology, and watch every effort — no matter how large — make a big impact.
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The human connection between agents and clients is vital
Andrew Thomas has 20 years of contact center experience, including leading teams at Homepoint, Mr. Cooper, and Union Bank. He emphasized that amid technology's progress, human connection remains vital. A contact center isn't just for fixing issues; it's a chance to forge bonds. Authentic interaction is what customers seek, acknowledging their unique situations. This is where the contact center shines, transforming routine service into lasting memories.
For organizations that are lacking that human touch, his advice is to empower agents — equipping them with the right tools, technology, and training to meet customers where they are and handle situations with empathy and understanding.
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It’s always powerful to hear from leaders who are actively in the field and achieving CX excellence. Be sure to subscribe to stay in-the-know about future opportunities and events.
