2016 is all about the Customer Journey. What does yours look like? Do you even know?

Is navigation through your organisation an effortless delight that creates those ‘Wow’ moments at every opportunity, or do your customers require insider company knowledge; which they obviously will never have; leading to frustration resulting in the those ‘…oh no’ moments? It takes an investment in time and money, that some busy corporations simply don’t have. Are you really too busy doing business to ensure that you are creating exceptional experiences for every customer? Each every time they interface with your organisation? Most Contact Centres will react to pain points or regulatory changes, the self development and pro-activeness of effective Contact Centres can disappear through the perception that understanding the customer is a job too big for anyone to address. 

Organisations must ensure that they take a holistic approach to understand and eradicate the root-causes of long-standing challenges within your Contact Centre, or Customer Service Centre. Through understanding the customer interface points with your organisation, the reasons why, and frequency of their contacts, you can then begin to map out the customer’s journey as it is today. Once you as an customer know where you are today it’s much easier to establish where you want be and by when. 

Maintel can provide strategies and recommendations; with associated timelines; for organisations to arrive at that enviable place of Customer Service Excellence. 

The following are some examples of the types of areas commonly addressed:

• IVR call routing
• Call and screen recordings
• Speech analytics and call tagging
• Measures and targets that drive the correct Agent behaviours 
• The correct KPIs for your business and Contact/Customer Service Centre
• Workforce Management recommendations
• Multi-channel vs. Omni-channel recommendations
• Optimisation of Quality Management 
• Customer feedback and associated surveys 

Whether you decide to map the complete Customer Journey or hone in on rectifying a pain point,  if you are to ever understand your key customer, and make every interaction positive, but also profitable - understanding your customer journey should be at the top of your 2016 to-do list.