The Ultimate Guide to Upgrading Agent Engagement and Productivity

Are consumers saying bad things about your customer support? If so, you may as well shutter now, if you’re not committed to change. Ninety-six percent of your customers will switch to a competitor after a single poor customer support experience — and 92% will also call you out for it on social media. So, what is there to do?

You could spend all your time and energy worrying about your product, your service or your branding and marketing; or, you could listen to what your customers are actually saying and fix your customer operations department, including your CX policies, processes, training and tech stack.

Companies that do CX correctly don’t focus merely on call centers and website chat bots. They strategically collaborate cross-functionally for customer success, ensuring customer centricity at every touchpoint throughout the customer lifecycle, continually:

• Asking questions and listening
• Conducting customer service surveys
• Measuring customer satisfaction scores
• Developing and utilizing voice-of-the-customer and influencer programs
• Using the information obtained from customers to improve not only their products/services but their marketing and sales messaging and the UX and customer experience they provide

What’s the result? Happier customers, new brand ambassadors, more sales, and extra cash per employee. Not bad for an organizational area typically relegated to the margins.