Customer Experience Centers
Introduction
Customer experience centers (CXCs) are the heart of your business, and they are becoming an increasingly important factor in the success of any company. Companies that are able to provide a positive customer experience will outperform those that do not by 40 percent.
As the role of CXCs continues to grow in importance, it is important for companies to start thinking about how they can optimize their current operations or even outsource some elements of their CXCs altogether.
In this article, we’ll explore some key ways that outsourcing your CXCs can help improve your company’s bottom line and increase customer engagement.
Outsourcing
There are many benefits to outsourcing. For one thing, it can provide cost savings and other benefits. You can also see improvements in customer experience, employee experience and retention, and employee performance.
In addition to these advantages of outsourcing, there are several reasons you should consider hiring an outsourced company for your Customer Experience Center (CEC).
Industry Benchmarks
You need to know your industry benchmarks. You should have a good idea of how you compare to the competition in terms of:
Average contact time is the length of time it takes for a customer to reach out and begin working with you.
Average handle time, which is the amount of time it takes for you to respond to them (including any delays due to automation).
Average resolution time is how long it takes for you to resolve their issue completely once they’ve contacted you about it.
Service level, or average service levels across multiple channels (phone calls, emails, and live chat).
This includes how frequently customers get connected with agents who can resolve their issues quickly; how many customers are abandoned midway through the process, and whether agents are able to solve problems without needing escalation from another team member or department as often as possible.
Consumer Expectations
As a business owner, your customers have certain expectations of you. These expectations are higher than ever, and they’re not going away. The customer experience is critical to your success.
If you want to win over your customers and keep them coming back for more, you need a world-class customer service team that will make sure they never feel like they were left hanging at the end of their phone calls or emails.
Consider These Three Key Areas:
24/7 availability – Customers want to reach out when it works best for them, whether that be during business hours or on weekends or after hours. Make sure their questions don’t go unanswered because no one is there at 2 AM!
Language accessibility – Customers may prefer speaking in their native tongue rather than English—and with an increasingly global marketplace, making this option available to customers can be crucial in keeping them happy and satisfied!
Convenience – What does being “convenient” mean? It depends on who you ask! For some people (like those in New York City), having an in-person meeting might be preferred over any other option; however, others may find this unnecessary given how easy it can be for everyone involved just by connecting via Skype or Google Hangouts instead.”
Customer Engagement
Customer engagement is the process of interacting with customers to build trust, loyalty, and brand loyalty. Customer engagement aims to create a positive experience for your customers and provide them with the information they need.
Repeat Business From Existing Customers
Word-of-mouth advertising from satisfied customers who want to share their experiences
Increased sales through cross-selling and upselling because you’re engaging your customers with content relevant to them
Future of CX
So, what does the future of customer experience look like?
It’s impossible to predict exactly how CX will come about in the coming years, but we can make some educated guesses. Here’s what we see as key trends:
Customer experience is the new currency. As customers become more sophisticated, they expect meaningful interactions with brands—not just experiences that happen to involve a company.
Customers want to spend their time and money on companies that give them something back in return for their loyalty and trust. If you offer great service, you won’t have to worry about losing customers; they’ll continue coming back because they value your brand as much as you do!
Outsourcing your customer experience centers to an experienced partner can provide significant benefits to your business.
Outsourcing your customer experience centers to an experienced partner can provide significant benefits to your business and help you achieve your customer experience goals. There are several steps a company can take in order to get started with outsourcing their center.
The first step is to determine the goal of outsourcing and establish clear objectives for it. Next, create a detailed plan that outlines what needs to be done, who will do it, when they will start and finish, how much time they will spend on each task (e.g., 20 hours per week), etc.
After creating this plan comes the most important part: implementing it! This means:
- Training employees who will be working remotely, so they feel comfortable doing so.
- Developing processes that suit remote work environments.
- Setting up communication tools like phones or video conferencing software.
- Monitoring progress regularly.
- Making adjustments as needed based on feedback received from stakeholders within the organization such as managers or clients/customers themselves if applicable (it doesn’t hurt anyone else when someone doesn’t know exactly where their food came from!).
Conclusion
On a final note, customer experience centers are constantly evolving to meet the needs of today’s consumers. From increased outsourcing and automation to new technologies like chatbots and AI assistants.
By leveraging these new trends, your business will be able to stay competitive in an increasingly competitive market.
At Voxcentrix, we help businesses create amazing customer experiences and stay connected to their clients in all of their communication channels at all hours of the day.
Written by Joe Andere, CEO of Voxcentrix
