Three Ways Contact Centres Will Change in the Future

Contact centres are largely considered to be the most advanced slice of enterprise communications. They deploy sophisticated communication technologies and the latest AI to ensure their operations run smoothly. While this all sounds good in theory, the reality is that despite their cutting-edge capabilities, most people try to avoid having to deal with contact centres due to growing frustrations caused by misaligned objectives.

Like most businesses, contact centres aim to minimize costs. This, in turn, means limiting human interactions, which can be frustrating for customers who are just looking for someone to resolve their problems. To combat these issues and keep customers satisfied while also continuing to utilize advanced technology, there are three major things contact centres will change moving forward. Keep reading to find out what they are!

Finding Better Methods to Anticipate Customer Needs

Predicting customer needs is something big tech companies, like Google and Facebook, have built their businesses on and contact centres can leverage these capabilities as well. Contact centres already predict traffic patterns and now they are set to focus their efforts on predicting customer needs and taking action accordingly.

The benefits of taking this proactive approach include saving time and improved customer service. The more you know about a customer, the better prepared you are to meet their needs.    

Moving Away from Putting People on Hold

Being put on hold can be an aggravating experience for customers, to say the least. While hiring more agents to eliminate hold was previously regarded as being prohibitively expensive, the pandemic has shed light on more feasible solutions.

Now that everyone’s working from home, barriers like time zones, shifts and commutes are not as prevalent as they once were. Eliminating hold with 24-hour operations that are made possible by remote agents living in different time zones is a more cost-effective solution that contact centres are considering. In addition to more agents, increased self-service options will also help eliminate hold.

Leveraging the Smartphone

Long before call centres were called contact centres, these organizations were built around the public switched telephone network (PSTN). Handsets have changed significantly since then and these days smartphones have largely overtaken inbound calls. For contact centres, there are worthwhile communication opportunities in smartphone apps specifically.

In the not too distant future, all smartphone apps will have customer service features that provide contextual awareness and facilitate richer communications. These apps will be more practical to use and well suited to the omnichannel approach most modern-day contact centres are taking.

With all the changes we’ve gone through over the past year, the future is coming faster than you may think. Now’s the time to embrace what’s coming and get ahead of the game.  

At Innovative Vision, we are passionate about the world of Customer Experience. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

wfh

Challenges WFH Contact Centre Agents Are Facing – And How to Overcome Them

2020 has been a year none of us could’ve predicted. The coronavirus pandemic has completely upended the way we live and work, and most companies were ill-prepared for the sudden transition to work from home (WFH).

In the early days of the pandemic, the main focus was safely getting workers set up to work from home, but seven months in – trouble spots have become increasingly apparent. With this new work style showing no signs of ending anytime soon, companies, and especially contact centres, need to improve their processes. Here’s how to overcome common challenges that WFH contact centre agents are facing

Access to Equipment

Prior to the arrival of COVID-19, most agents worked in an ergonomically friendly environment and were equipped with top-of-the-line headsets. In the mass move to WFH, agents lost access to their ergonomic chairs and keyboards, adjustable workstations and quality headsets. Agents are also facing additional challenges that come with working from home, such as barking dogs, children and makeshift workspaces. As such, it is imperative that organizations provide the equipment needed to improve agents’ WFH environment.

Connectivity and Bandwidth Issues

For contact centre agents to be successful at their jobs, they need a solid voice/telephone connection as well as good bandwidth. Despite the popularization of other channels of communication, a large number of customer interactions still take place over the phone. With most customers calling from their cell phones, which are known to have less than optimal sound quality, and heightened emotions due to the stresses of COVID-19, agents need a reliable, hard-wired connection in the form of a landline.

Access to adequate bandwidth is another problem contact centre agents have run into, especially when other household members are working from home or doing virtual learning. To combat bandwidth issues, contact centres should arrange for home agents to have dedicated voIP lines or PSTN connectivity. If agents are relying on a Wi-Fi connection, they should also be provided with a wired Internet connection that is more reliable.

Sufficient IT Support

IT support has always been an integral part of everyday contact centre operations, and the importance of this operation has become even more apparent with WFH. Contact centres are now facing new customer support issues and given the fact that IT workers often expect agents to know more about their at-home setup than they actually do, these challenges can be especially difficult to resolve. To combat this issue, contact centres should implement a dedicated applications team that facilitates interactions between agents and IT desk support.

While not all WFH trouble spots can be resolved by contact centres, there are steps that can be taken to improve agents’ ability to work. Now that we’ve had the chance to adapt to this new normal, it’s time to evaluate your organization and make suitable changes that will ensure the longevity of your contact centre and workforce.  

At Innovative Vision, we are passionate about the world of Customer Experience. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

customer engagement

How to Implement a Proactive Customer Engagement Strategy

Many companies, including contact centres, make the mistake of putting out fires as they happen rather than implementing preventative measures. Exhibit A – the COVID-19 pandemic. While this is a pretty extreme example, the pandemic has taught business leaders about the dire consequences that can occur when you’re ill-prepared and scrambling to come up with solutions in real-time.

For contact centres, the drastic increase in call volumes combined with the restrictions agents faced while working from home left many workers feeling like they were treading water. To prevent this from happening again in the future, contact centres need to take a proactive approach to their customer engagement strategy. Here’s how to prevent problems from happening and improve your customer service.

Predicting Customer Queries

A significant portion of customer problems are seen repeatedly by call centre agents. Whether a customer is trying to locate a package that hasn’t been delivered or is having trouble logging in to their online banking system, these types of problems can be solved in a more efficient manner with the right technology in place.

Cloud-based contact-centre-as-a-service (CCaaS) software with Natural Language Processing (NLP) capabilities is a solution that can be used before an agent ever interacts with a customer. It categorizes customers so that agents know exactly what their problem is before they get on a call. This capability also allows agents to cut back on time that would otherwise be spent looking up information. Queries can be solved quicker and more accurately as a result. 

Another benefit of utilizing NLP technology is that it can listen to what a caller is saying and automatically present relevant data from its knowledge management system for the call agent. With this extra guidance, agents can be confident that they are giving the correct advice to customers and meeting their needs. 

Taking an Omnichannel Approach

From widening the communication options for customers to improving the efficiency of agents to streamlining processes, there are numerous benefits to taking an omnichannel approach in everyday business operations. What this solution has demonstrated to contact centres during the COVID-19 pandemic, however, is that omnichannel systems also play an important role during times of crisis.

Companies that had multiple communication channels set up and maintained consistency across all channels were better able to manage an overwhelming volume in calls. By finding sensible ways to initiate channel shifts in their omnichannel approach, forward-thinking contact centres were also able to ease the pressure on agents and help customers easily access the information they were looking for.

Why the Time for Change is Now

The COVID-19 pandemic caused many businesses to face challenges beyond what anyone could have imagined, but not everything that has come about as a result of it is bad. It has taught business leaders invaluable lessons and highlighted the importance of strategy. 

With an uncertain future ahead, now’s the time to take advantage of the lessons that can be learned and prepare for future possibilities with the optimal mix of solutions.  

At Innovative Vision, we are passionate about the world of Customer Experience. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

 

How to Enable A Mobile Contact Centre Workforce

Over the past few months, businesses have had to quickly pivot their practices to suit the unusual times we’re in. We saw a stark rise in remote work and even though workers are slowly starting to return to the office now that case numbers are down, the pandemic has taught us to expect the unexpected. For contact centres, this means equipping their agents with the technology they need to successfully work both in office and at home at a moment’s notice.

One such technology that has been specifically designed to help workers quickly adapt to changing conditions is Aspect’s new version of the Aspect Workforce Optimization Suite.

What is the Aspect Workforce Optimization Suite?

The Aspect Workforce Optimization Suite V20 includes Workforce Management (WFM), Quality Management (AQM), and Performance Management (APM) software that equips the mobile workforce with the tools they need to succeed. This product makes it possible for employees to access deeper cloud integrations through their browsers, common WFM scheduling functions and enhanced performance feedback that allow them to self-correct in a timely manner.

Benefits of the Aspect Workforce Optimization Suite

With the vast majority of agents under the age of 40 owning smartphones, this medium is the best option for contact centres that want to extend their employee desktop to a mobile platform. Aspect Workforce Management V20 is capable of doing just that with its redesigned mobile UI that mimics desktop WFM UI. This capability makes it possible for agents and supervisors to perform key functions in a visual environment they are familiar with.

In addition to providing access to familiar UI’s, Aspect Workforce Management V20 also has enhancements that significantly accelerate the process of approving requested scheduling changes through automatic processes. This suite has been designed to support browser-based functions so that employees can participate in the mobile workforce from anywhere, which is especially important during this time.

To address employer concerns about employee performance suffering as a result of remote work, Aspect has integrated a Performance Management tool in Workforce Management V20. This tool includes their speech analytics solution, Aspect Engagement Analytics, which produces balance scorecards and other reports based on a collection of quality metrics from all customer interactions. Heat maps that allow for simplified visual analysis of performance data and a new API that seamlessly implements third-party performance metrics have also been added to Aspect Performance Management. 

The features included in the Aspect Workforce Optimization Suite is what all contact centres should be looking to implement into their organizations as we head into an uncertain future. Preparing your workforce for a myriad of possibilities and taking a proactive approach to mobilizing your mobile contact centre workforce will ensure minimal disruptions will occur should your employees need to work from home again. 

At Innovative Vision, we are passionate about the world of Customer Experience. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

The Five Biggest Customer Experience Trends

Customer expectations have significantly evolved over the past two decades due to digital transformations and artificial intelligence (AI). Modern consumers have very little tolerance for poor customer service and they have come to expect real-time responses. For contact centres, these changes in consumer behaviour require the right technological solutions to be deployed.

In today’s blog, we’ll be unpacking the 5 biggest customer experience trends and the technological solutions contact centres need to capitalize on them according to Genesys’ CX Technology Trends for Midsize Contact Centres

  1. Emotion Is the Most Influential Driver

There are many factors that influence a customer’s overall experience, but the single most influential driver is their emotion. With that said, less than 1% of organizations have training in place to help their employees better understand emotional insights from their interactions with customers. New real-time analytics tools are capable of analyzing emotions as they fluctuate and alerting agents of shifting emotional states as they happen.

  1. Services Being Digitized

With 15% of all customer service interactions expected to be handled by AI alone by 2021, there’s simply no way to get around the digitization of services. Younger consumers have also expressed that they’d rather use digital tools than speak to another human when getting in touch with a business. Chatbots are highly beneficial technological tools that can improve customer service, save money and increase accuracy.

  1. Highly Engaged Employees

It’s no secret that employees who are more engaged provide better customer experiences. To keep customer service workers engaged, the right tools need to be put into place. AI-powered virtual assistants that help agents solve customer issues by suggesting appropriate next steps can contribute to improved employee experiences.  

  1. Connected Customer Journeys

The days of only speaking to customers through the phone are long gone and more channels of communication have become commonplace. According to a 2017 HBR study, 73% of consumers stated that they used more than one channel when shopping. To provide highly personalized customer experiences across all platforms, a unified customer engagement platform should be implemented. 

  1. The Right Mix of Human and Machine

While it is true that many younger consumers would prefer to not speak to another person when contacting a business, the same can’t be said for older consumers. In fact, 70% of individuals over 45 would rather speak to a human during their customer service interactions and 91% of all consumers think that businesses should always have an option to contact a real person. Contact centres should aim to deploy an omnichannel solution that seamlessly integrates all channels and facilitates a positive experience throughout the customer journey.

At the end of the day, what sets high-performing contact centres apart from their competition is their ability to implement solutions that are suited to changing customer expectations. Staying ahead of the curve is more important now than ever before and by keeping these trends in mind, you’ll be well equipped to enhance customer experiences. 

At Innovative Vision, we are passionate about the world of Customer Experience. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

The Accelerated Rollout of Digital Shopping Tools

The coronavirus pandemic has changed the business landscape, and every sector of the economy has been impacted in one way or another. Prior to COVID-19 taking place, technological innovations were already contributing to changes in consumer behaviours, but this shift has been drastically accelerated by mandatory lockdowns and social distancing measures.

To keep up in this stay-at-home economy, businesses have had to quickly adapt and accelerate the rollout of digital shopping tools. Here’s a look at how COVID-19 is impacting e-commerce efforts.

Changes in the Auto Industry

Historically, the auto industry has always been among the hardest hit sectors during economic downturns. With the added pressure of public safety measures and uncertain employment outlooks among consumers, the industry has had to quickly adjust their business model. Products that were designed to make shopping for vehicles from home much easier were already in the works pre-pandemic, and now they are being rolled out.

How Digital Shopping Tools Are Being Used

One such digital shopping tool that is being implemented in Canada’s auto industry is Live Dealer. Created by Rapid RTC, a lead management software company in Winnipeg, this tool allows a salesperson to remotely speak with a potential buyer over video after they’ve connected with them through a chat tool on the company’s website.

With Live Dealer, a salesperson has the ability to showcase the display vehicles in a showroom or in a lot without a customer ever having to step foot in the dealership. This software also allows a salesperson to easily switch the customer’s view so that they can see the salesperson’s desktop screen and be walked through the online sales process as it takes place.

The goal of Live Dealer is to enable salespeople to deliver the same salesmanship online and engage with customers who are not willing to visit a physical dealership location anymore. With 62% of consumers in the market for a vehicle expressing an interest in digital retail, this capability is hugely important.

The Bigger Picture

While the coronavirus pandemic won’t last forever, increased online offerings will likely continue to be used in the auto industry for the foreseeable future. Physical retailers of all kinds will need to follow the auto industry’s lead and offer digital services that consumers have become more accustomed to using.  

The future has arrived sooner than any of us could’ve expected, and adapting your business to accommodate changing consumer needs is an absolute must. By putting the right technological tools in place now, you’ll lay the groundwork for your business to survive and thrive despite the current circumstances.

At Innovative Vision, we are passionate about the world of Customer Experience. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

How to Create a Successful Customer Experience Strategy

Customer experience (CX) is a key brand differentiator that significantly impacts retention rates and your bottom line. To be a successful business in this day and age, a solid customer experience strategy is an absolute must. Here are seven ways you can create a CX strategy that will keep your customers coming back.

  1. Establish A Customer Experience Vision

Laying out a customer-focused vision is the first step to delivering superior customer experiences. This can be done by establishing your core values, training team members on your guiding principles, and creating a set of statements that reflect the values and principles of your organization. All areas of development and training should be centered around this framework.

  1. Know Your Customer Base

Having a successful customer-centric approach requires a clear understanding of your customer base and how to segment them. Create personas based on the customer segments you’ve identified so that your employees can easily pinpoint customer needs and empathize with their situation.

  1. Get Timely Customer Feedback

Customer feedback is an invaluable piece of information for organizations and an easy way to gauge whether or not your customer experience strategy is working. Use customer experience tools like live chats and post-interaction surveys to collect feedback in real-time.

  1. Emotionally Engage With Your Customers

The best customer experiences are created when an emotional connection is made, and emotions are ultimately what drive decision-making.  Doing things like sending birthday wishes or emailing customers to let them know you’re there for them during difficult times are excellent ways to create emotional connections. The more your team members are able to engage with customers emotionally, the more loyal they will be to your company.

  1. Prioritize Continuous Quality Improvement

Now that you know how to provide your customers with the best possible experience, it’s time to train your team so that they deliver the results you want. Using a quality framework will enable you to schedule and track the development of your team through eLearning, coaching, and group training.

  1. Put Employee Feedback Into Practice

Since your employees are the ones interacting with customers on a day-to-day basis, putting their feedback into practice can vastly improve customer experience. Make it easy for your employees to provide continuous input by using project management software that facilitates the sharing of information in a closed environment.

  1. Monitor Business Results

Last but certainly not least, you must measure whether you are, in fact, delivering exceptional customer experiences through key performance indicators like Net Promote Score (NPS) or Customer Satisfaction (CSAT). Using these metrics, you’ll be able to determine if you’re getting the business results you desire.

Customer experience is more important now than ever before, and setting yourself up for success means designing, implementing, and adjusting your strategy according to ever-changing customer wants and needs. If you prioritize CX and continuously monitor the progress of your strategic plan, you’ll experience rewarding retention rates and revenue growth.

At Innovative Vision, we are passionate about the world of Customer Experience. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

The Advantages of Working with Remote Contact Center Workers

Cloud-based software has made it possible for organizations to share and access software, communication tools, documents and databases from anywhere. The on-demand availability of computer system resources has also made it feasible for employees from several sectors to work from home, including contact center agents.

With cloud-based software, contact center agents are able to work remotely as efficiently as they would in an office. In fact, numerous benefits don’t apply to agents in a physical contact center. We compiled a list of some of the advantages of working with remote contact center workers.

Productivity

When working at home, the background noise from other contact center agent’s phone calls is wholly eradicated. At-home agents are able to eliminate any background noise and remain focused on the task at hand. They can solely concentrate on their conversation with the customer. We’re confident that people will appreciate having the full uninterrupted attention of their contact center agent!

Freedom

The freedom to work remotely is extremely appealing to contact center agents. Cloud-based software makes it easy to blend the work of onsite and work-from-home employees. Agents can be added to the system when needed and be ready to work within minutes. Contact center managers can schedule their remote workers at the busiest hours when they need additional help. It allows employees to have the flexibility to work the hours they want if they have commitments like medical appointments or picking children up from school.

Employee Retention

Due to the productivity and freedom offered to remote workers, they are more likely to be satisfied, thus not wanting to leave their job. There’s no need to commute or take days off when the weather is dreadful. When agents can work from home, they are typically more committed and motivated.

Manageability

It is a common misconception that remote workers are difficult to manage. Quite the contrary, cloud-based contact center systems actually allow managers to oversee their agents’ work just as well as they would in an office setting. When there is irregular behaviour, it will immediately be detected and flagged. Managers are able to see what every agent is up to on one dashboard no matter where the employees are located.

Productivity, freedom, employee retention and manageability are only four of the advantages of working with remote contact center workers. Innovative Vision is currently deploying home agents and taking care of our clients by being flexible and agile. Talk to us to see how we provide a solution for your business during this transitionary time.

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

Communicable Illness Prevention Policy

Overview 

Innovative Vision is committed to providing a safe workplace for all of its employees. Although public health crises are primarily the responsibility of local, provincial and/or federal government health departments, because the modern workplace is a primary site for human interaction and potential spread of contagious illnesses, preparing for a potential infectious disease outbreak is the responsibility of both employers and employees. Innovative Vision, therefore, has instituted this policy to address and reduce health risks to its employees. 

Definitions 

Infectious disease: a disease caused by a microorganism and therefore potentially infinitely transferable to new individuals. May or may not be communicable. Example of non-communicable is disease caused by toxins from food poisoning or infection caused by toxins in the environment, such as tetanus. 

Communicable disease: an infectious disease that is contagious and which can be transmitted from one source to another by infectious bacteria or viral organisms. 

Contagious disease: a very communicable disease capable of spreading rapidly from one person to another by contact or close proximity. 

In general, Innovative Vision recommends that employees: 

  • stay home from work to get the necessary medical care when sick with an infectious disease to prevent infection and spread of the illness to other employees 
  • maintain good personal hygiene 
  • Wash hands frequently and thoroughly or if washing hands frequently is not an option, consider using liquid hand sanitizer solutions as applicable o Cover mouth with a tissue or hand or arm when coughing or sneezing 
  • avoid touching eyes, nose, and mouth 
  • avoid contact and proximity to individuals who are obviously sick 

In order to keep our workplace safe, we need your help. If you: 

(a) are diagnosed with any illness that is communicable in our workplace, such as influenza, active TB (tuberculosis), MRSA staph Infection or infectious disease that your physician indicates may be communicable or contagious (collectively, “communicable illness”);

(b) believe you may have had close contact with a person diagnosed with a contagious disease; 

(c) have recently visited a place in which there has been an outbreak of such an illness and you do not feel well or are exhibiting symptoms; or 

(d) have received instructions from a physician or public health official to avoid contact with others, remain in quarantine, or otherwise restrict your activity for the purpose of preventing the spread of an illness. 

Other communicable illnesses include Measles, Chicken Pox, Hepatitis B, Meningitis, Mumps, Rubella, SARS, H1N1, Coronavirus, and the Common Cold. Communicable diseases include any illness due to an infectious agent that is transmitted directly or indirectly from one person to another. 

THEN, you should seek medical treatment from your personal physician and follow any treatment recommendations or quarantine restrictions imposed upon you. 

Any employee diagnosed with a communicable illness should stay away from the workplace for the incubation period of the infectious disease or for 24 hours after they are fever-free, whichever is longer. 

In order to provide protection for yourself and other employees, Innovative Vision requests that you notify Human Resource Representative or other available member of management if you are diagnosed with a communicable illness. Depending on the illness, if you are: (a) diagnosed with a communicable illness; or (b) quarantined as part of a public health response to a communicable illness, Innovative Vision may require you to provide a doctor’s note saying it is safe for you to return to work. 

We are concerned about the health of all employees and will explore with you any reasonable accommodation you may request as a result of your condition. Innovative Vision will not permit you to be discriminated, harassed or retaliated against for having or reporting a communicable illness. This information will be kept confidential to the extent reasonably possible although, obviously, full confidentiality cannot be guaranteed because Innovative Vision may be required to inform public health officials or others or need to develop additional protocols to protect the safety and health of other Workmates. 

As we all know, communicable illnesses can vary greatly in their degree of seriousness, ease of transmission, and risk to others. As such, Innovative Vision may change its response to potentially communicable illnesses as the situation warrants.

Everything You Need to Know About Customer Effort Score (CES)

Customer Effort Score (CES) is precisely what it sounds like. It is a metric that measures how much effort it takes for a customer to make a purchase, resolve an issue, fulfill a request or have a question answered. Surveys typically measure CES. The questions ask customers what their experience was like interacting with a business on a scale of easy to difficult.

It’s no surprise that customers are more loyal to a business when their good or service is easy to access and use. CES is a great way to measure not only customer loyalty but also customer experience and customer retention. It’s simple for businesses to evaluate CES and track it over time to see how you’ve improved. Here is everything you need to know about Customer Effort Score.

CES or Other Customer Service Metrics

The three most popular customer service metrics are Customer Satisfaction (CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES). These three evaluations can work well together to determine the average customer’s opinion of your business; however, you’ll need to do some research and trial and error to figure out which of three works best for you.

CSAT

CSAT works best when you’re looking for an immediate reaction from customers after a single interaction. It’s great for determining short-term satisfaction but falls short when measuring customer loyalty.

NPS

NPS works best for measuring customer retention as it evaluates whether or not a customer would act as a brand ambassador for a business. It uses the customer’s whole relationship with the brand to determine how they feel about the good or service they provide, the price and their customer service.

CES

CES works best for evaluating customer loyalty. It’s straightforward to deploy and keep track of; however, it should really be used in tandem with another customer service metric to get the big picture.

Building CES

Businesses should deploy CES surveys right after customers interact with their employees or make a purchase. Ask the customer to rate the level of difficulty of the task they completed. When you build CES surveys, make sure it is optimized for mobile use, so if the customer is on their cell phone, they’ll be able to answer the questions with ease. Ensure there are only one or two questions, and the survey is automatically sent out after specific touchpoints. Once the CES survey has been completed, share the results with everyone on your business’ team. This data will be crucial in building a new strategy for customer interaction.

Improving CES

Once you’ve sorted out the best ways to mix customer service metrics and how to build the best CES survey for your business, you’ll be able to determine how your customers feel about your brand. If you’re unsatisfied with your score, there are various tools you can employ to improve it. We recommend including more ways that customers can get support from your business like social media, email, chatbots and/or contact centers. Another solution is to employ self-service tools like forms, FAQs and articles so customers can solve their own problems. These tools significantly reduce customer effort and will undoubtedly boost your CES. Lastly, to ensure customers are exerting as little effort as possible, make sure your wait times are as minimal as possible by utilizing a callback system or making sure you’re appropriately staffed at busy times.

Innovative Vision, we are passionate about the world of Customer Experience. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!