Customer engagement is all about the emotional and psychological attachment of customers to a brand, company, or product.
According to a study made by Gallup “Customers who are fully engaged represent an average 23% premium in term of share of wallet, profitability, revenue and relationship growth compared with the average customer.”
To engage with your customers and give them an excellent experience with your business, you must know them. And what is the department of your company that contains the most intelligence about your customers? Where do you find out about your customer´s behavior for every touch point, across multiple channels? The contact center! The contact center is also the interface between your company and your customers. But are all your company´s departments unified to give customers the most pleasant customer journey? You´re probably thinking that to achieve this goal you would need a complex, and expensive, CRM solution. However, it is something completely out of your reach, be it because you don´t need all the complex functionality it provides, or because it is so expensive that you can´t afford such an investment.
What if I told you that the right contact center solution enables you to focus on your objective of delivering the best experience to your customers? Customizations, at no extra cost, of the contact center software enables you to:
Improve the customer journey: gather all the information of the relationship of the customer with your company in a single place. Break the silos between departments and join all the processes from all departments that somehow are connected to the customer.
Empower your agents: give your agents all the information about the customer and the company´s processes. A knowledgeable agent is more motivated to do the job, personalizes the interaction making each customer feel unique. Moreover, a simple, user friendly interface that enables agents to work in a single application improves interaction handling time and agent morale as all they need to wow customers is within a click’s distance.
Improve business results: maximize your contact center investment. Use all the functionality of the existing software to its fullest potential and seat back enjoying your customer´s engagement with your business. Not for too long though, as there is always room for improvement. Benefit from real time monitoring and reports that allow you to make informed changes to meet the ever changing needs of your customers.
In addition to being your contact center software, Altitude Xperience helps you put in place a front-office customer engagement that will make your customers fall and keep in love with your business.
See how a multinational insurance company is reaching prospects and customers, in a proactive way, with no additional costs!
Contact centers are continually tasked with goals, key performance indicators, and regulations. Management often uses grading and scoring of agent interactions with customers to guide best practices and standards. Sometimes the chosen KPIs for agents focus.