APRIL 2019CIOAPPLICATIONS.COM8The Touch of Magic to Transform Contact CentersLEXI EMMONS SR. DIRECTOR, CUSTOMER EXPERIENCE, BRIGHT HORIZONSf you had asked me in 2010 if contact centers would be relevant in 2020, I would have said they were on their way out. As our customers keep talking to us though, it is clear that our contact centers' value is based on fundamental human needs. Customers want to talk to us and to be heard by us. As innovative technology touches each moment of our lives, contact centers continue to evolve to provide unique human experiences. Our customers and our employees are counting on us to provide technology that supports these person-to-person moments. People Want to Talk to People Listen. Listen more. Listen actively. Demonstrate to the customer that you heard what they said. Repeat it back to them in their own words. We want our customers to feel heard. It's reflected in how we train people to interact on the phones as we stress the need to listen. When your customers are upset, most of the time they are asking to be heard. Years in contact centers have shown me customers ask for a supervisor when they feel ignored or misunderstood. As soon as someone takes the time to listen all the way through without rushing to a solution, the anger in the conversation evaporates. The need to be heard is a deep human need, and it isn't going away. ILexi Emmons IN MY View
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