North American Customer Service Management Association

Support for Contact Center Professionals

Phase 1 Strategy - Step 1 Customer Service Strategy

Trends:
The days of simply reacting to customers’ requests are no longer good enough when today we have access to more data channels than ever before.

Tapping into the customers’most frequently asked questions and issues that arise during their sales process and account lifecycle provides opportunities to move from a reactive strategy to a proactive customer service strategy. The challenge is tapping into this wealth of data that is virtually dotted across the organization.
Collaboration to leverage technology in order to manage the data and the process while simultaneously developing solutions to appropriately anticipate issues before they arise has become the new normal.
Preemptive Service
How can you preempt service? When you understand your customers and the sales and service process, you will discover spots where potential issues come up repeatedly. For example, many airlines avoid making a bad situation worse when passengers call about a cancelled flight. Their IVR can tell when the caller ID field matches a mobile phone that recently received a cancellation notice via text message. It skips the standard menu in favor of a single, context-aware question: “Are you calling about the text message we sent you?”
When you anticipate and stay ahead of your customer, they get the sense that “you feel my pain and are already taking care of it.” This type of preemptive service drives up customer satisfaction, loyalty and your social media “likes”. Get ahead of the question or concern!
Easy

Customers expect easy and effective transactions.

Self-service is an example of making service easy and is the first step that customers take in resolving issues. Make it simple for the customer to get service over any touchpoint or communication channel. Self-service is outpacing live-assisted channels. Today people will try to resolve issues using online websites and apps first. Companies like it because it is cost effective for simple issues and customers like it because it is easy. People understand that more complex issues require live help.
Make getting live help easy with intelligent call routing and simple menu IVRs. The easier it is the more likely customers will use it over and over again. People more than ever value their own time. Forrester reports that 50% of adult online shoppers will abort their online purchases when they can’t find quick answers to their questions. Customer frustration due to how much effort is involved to get customer service sends them right to social media to voice their disappointments. Social media is here to stay and can quickly ruin a brand.
Emerging Channel

Customers move between communication channels and want to do so without repeating their situation.

Today’s customer wants time efficient featureslike automatic callbacks versus waiting in a queue. Contact centers are exploring new channels like Facebook Messenger and real-time voice biometrics to passively authenticate customers instead of the typical security interrogation. Using a variety of efficient channels improves the customer experience.
Customer Service Technology Consolidation

Contact centers run on multiple software platforms. The top three are queuing and routing, customer relationship management (CRM) and workforce optimization technologies.

Today, integration of these three applications and any industry specific application is critical to an easy and complete customer experience. Customers now question “why are you asking for that? You have all my information. Why can’t you see it?” when prompted by several agents for the same information within the same contact transaction. CRMs and Workforce Management (WFM) solutions have evolved over many years and are rich in features and capabilities.
Software-as-a-Service (SaaS) applications are gaining daily in popularity. It will become easy for contact centers to support customers with a cost efficient end-to-end solution with only a handful of vendors.

Tips!

1. Today’s consumer wants to talk less and use more self-service options. Use a customizable advanced multi-level Interactive Voice Response (IVR) system for the greatest amount of functionality.
2. Customers love the Automatic Call Back feature. No more listening to hold music or being tethered to a phone.

Take the Next Step!

Take the Next Step Less than 10% of companieshave developed the capability to replicate consistent, quality customer experiences. They have committed themselves to the systems, tracking the metrics and tweaking the process to insure the same repeatable experience with any employee in any location.

Work Space Vendors

Contact Center Furniture

Commercial Interior Designer

NACSMA Consultant

Furniture

Specialized Office Systems offers customized solutions to deliver printing, promotional products, apparel, office supplies and business furniture to multiple locations across the country. You will receive the personalized service you want and the attention to detail you need.

Interior Designer

Cresa Commercial founded in 1993 was convinced that representing tenants exclusively was the best way to go. Not only would it give our clients the kind of objective, unbiased advice they might not get elsewhere, but it would also give us a unique offering in the real estate marketplace.

Consultant

The North American Customer Service Management Association (NACSMA) assists Service Center professionals with improving the delivery of Customer Care to their clients by providing a collaborative networking approach to operational issues.