Customer engagement is the connection between a customer and a company via multiple channels. It is the different ways in which a company creates a lasting relationship with its consumers, pushing for brand loyalty by always being readily and easily accessible.
Customer engagement is the connection between a customer and a company via multiple channels. It is the different ways in which a company creates a lasting relationship with its consumers, pushing for brand loyalty by always being readily and easily accessible.
How can a contact center improve customer engagement?
There are different ways that companies can implement to improve their customer engagement, including:
Omnichannel support. Offering customer support through channels, including phone, email, and chat, gives customers ample options when they are seeking help or service.
Agent training. Using interactive training methods like simulated calls or peer-to-peer coaching during agent training provides a holistic perspective across every aspect of customer interaction. Contact center AI can really assist here, providing 360-degree visibility into every customer interaction and offering insights on areas to improve, areas of success, and potential future goals. Real-time AI embedded within these solutions, like Observe.AI’s functionality, also provides support for agents while they’re still on the call, improving performance and saving troubled interactions.
Leverage technology. As mentioned above, technologies like call center AI play a huge role in transforming the quality of customer support and improving customer engagement. Here are many more ways these solutions can improve the customer experience.
Request customer feedback. Surveys are a critical tool for contact centers to measure and improve customer satisfaction. Contact centers should continuously work to improve their customer satisfaction (or CSAT) score. Here are a few key ways to boost it.
Agent assessment. Regular agent feedback encourages them to strive for improvement, in turn improving the probability of highly engaged customers. Supervisors can improve the feedback they provide for their agents with the help of contact center AI solutions.
Active listening. Agents should be trained in the technique of active listening: listening to everything the customer has to say and paying attention to tone and word choice. This helps personalize the experience for customers while also improving agent performance because they better understand what the customer needs or what the main issue is.
Agent input and multiple stakeholders. Interacting with customers on a regular basis gives an agent valuable knowledge. Making this information available and accessible to different teams is essential for operational excellence. Contact center AI solutions assist by automatically gathering all the information from each interaction from every source—CRM, calls, chats, emails, calendars, etc.—analyzing it, and creating a single source of truth for everyone to see and use. Everyone is then on the same page with complete, accurate data.
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