Avaya research indicates that only 14% of back offices are fully automated and tracked against SLAs, yet 'back office' operations such as delivery are among the top five considerations when it comes to repeat purchases and customer satisfaction.
Speaking at the Johannesburg leg of the international Experience Avaya 2019 roadshow on Tuesday, Natalie Keightley, Solutions Marketing Director at Avaya International, said: "Customer experience technology has been slow to integrate into the back office and slow to support workers. When companies have adopted customer experience technologies, they often focus purely on the customer-facing technology. So they may enable the text channel for the customer to speak to the organisation, but fail to consider how this connects to the back office."
https://www.itweb.co.za/content/G98YdqLxVLXqX2PD/
Imagine a support center with a competent level 1 support team. A level 1.5 team receives warmly transferred calls and chats. Shift-left activities combined with a Knowledge Centered Service (KCS) approach ensure support processes are steadily handed off from level 2 to level1.5, level 1, and ultimately level 0. All Key Performance Indicator (KPI) targets are exceeded, met, or approached very closely. Resolution rates sky rocket to close to 90% between level 1 and level 1.5. Customer satisfaction rates are consistently high and above the 93% target. The ball seems to be hit out of the park in most, if not all respects. Support center management is pleased with the results. Might they even have become slightly complacent?
https://www.thinkhdi.com/library/supportworld/2018/understand-customer-experience-journey.aspx/
Getting fitted for a suit or purchasing clothes to one's preference are known to be best done in person. But a growing number of innovative retailers are finding ways to recreate these experiences online. These retailers use data to deliver personalization in a meaningful way. They are also not focused only on the purchase, but also on customer satisfaction after the purchase.
https://www.retailcustomerexperience.com/blogs/apparel-retailers-invest-in-online-experience-customer-satisfaction/
Shaun Buck states that virtually all businesses operate without considering how the process will be for their customers but rather how efficient it will be for themselves or their team. Meanwhile everyone says that their customers are a priority. So, 'when will their actions match the redirect?' and 'what changes will they make today to improve the customer experience?'
https://www.entrepreneur.com/article/305876/
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