Guided CX Insights

In the realm of customer service, call centers stand as the hubs of customer interaction. Delivering exceptional service requires results-oriented strategies and an emphasis on high agent morale. And it matters — a lot. Beyond mere problem-solving, call centers offer a platform for building meaningful relationships and fostering trust. They hold the power to not only address concerns but also create positive experiences that leave lasting impressions — impressions that help shape brand perception and loyalty. Now that we’ve established the critical role call centers play in the organization, let’s dive into what’s required to achieve a top-performing call center that thrives on the interplay of agent satisfaction and customer delight.

When was the last time you had a compelling engagement with a chatbot? Probably never. Chatbots and self service are important, but when situations escalate above what a self-help article or AI can handle, it’s essential to have the right tools to provide a great experience for both the customer and the agent. Here’s the equation for a compelling online interaction: Great Customer Experience (CX) + Great Agent Experience (AX) = Great Human Experience Let’s break that down.

It makes sense that businesses are moving towards digital customer experiences. We’re living in a digital world. But in the process, they've left out a crucial element that customers really crave: the human touch. Although using a chatbot can speed up responses and get rid of the dreaded hold music, if companies don’t approach this strategy carefully, it might actually create a harmful emotional distance between businesses and their customers. Studies show that when there's no human connection in customer experiences, people end up feeling dissatisfied and disconnected.

We all know how hard it can be to keep customer experience consistent across all our digital, mobile, social channels, and physical channels. With so many platforms out there now, it can feel like managing a contact center and all the physical channels and data pulls us in opposite directions. And you can bet that if we’re feeling that struggle, our customers are too. How do we bridge this divide?

Smartphones are everywhere and over 86% of the world’s population has one. Which means there’s a pretty good chance your customers and employees — including your field service technicians or onsite reps — have one, too. Why not leverage this tool to make our sales and service interactions smoother, faster, and simpler?

In today's competitive insurance industry, customer retention is more important than ever. And the key to driving retention is to continuously meet consumer expectations and preferences — which in today’s rapidly-changing world, can feel like a moving target. What do today’s insurance consumers want and expect? How has digital innovation shifted those expectations? And how can insurance providers keep up with rising digital expectations while maintaining essential human connection? Buckle up and keep reading; we’ll answer all these questions and more so you can focus on the right opportunities that can have the greatest impact on your retention goals.

CEO Tom Martin recently joined CX Today’s Charlie Mitchell for an engaging conversation where they explored the evolving landscape of customer experience (CX). They explored the increasing significance of guided CX, the solutions that are resonating with Glance's customers, and Tom gave a sneak peek into Glance's product roadmap. Keep reading for a synopsis of the conversation, or watch the replay now.

By Tom Martin, Glance CEO

Visual engagement solutions are being implemented by companies across every industry to break through classic communication barriers and provide the empowering service today’s consumers want.