No-Cost Training on Contact Center Agent's Use and Adoption of Digital Channels!
As more and more customers use digital channels to reach out to their favorite brands, contact centers need to not only enable their current infrastructure with the seamless integration of digital channels into the agent console -- but as important -- are the abilities and soft skills of agents to know how best to interact with customers on each channel and deliver great customer experiences.
Why not stick with calls and emails? With customers using digital channels to talk to friends and family, they now they expect brands to be able to engage with them on those same channels. Not to mention there's cost-reduction/enhanced customer experiences when brands use digital channels.
But when brands aren't equipped to interact with customers where they are— on these digital channels— customers tend to show more loyalty to companies that have transformed their ability to captivate customer's attention and deliver on the promise. That loyalty translates to revenue, profit, and margins. In fact, here are some stats from the Connected Customer Report (1) that shows how important customer experience is to a brand:
- 50% of customers say companies fall short of their customer experience expectations
- 80% of customers say that the experience a company provides is as important as its products or services
- 57% have stopped buying from a company because a competitor provided a better experience and
- 59% of customers say companies need cutting-edge digital experiences to keep their business.
Customer service is the place where companies have the opportunity to create a branded, enticing experiences that leaves either a positive or negative impression of the company, it's products and services. So never before has it been more important to up-level the ability of a company to connect with customers on these digital channels— because that engagement is part of what transforms a contact center from a cost center to a profit center.
