8 Best Practices for Customer Experience Management

8 Best Practices for Customer Experience Management

Running a call center is an exercise in providing customer satisfaction with every call. That means that the customer experience needs to be managed to give them what they want when they want it. Yet, customer experience management can sometimes be lost in the flood of calls that come into a a contact center. That’s why, it’s a good idea to make sure your employees know how to set up best practices to meet exceptional customer service standards every time.

Best Practices for Customer Experience

It’s not hard to do, but it does take a little forethought. Here are ways that you can create the best experience for your incoming callers without making a huge effort. These 8 simple practices can keep your operations flowing smoothly and your customers happy. Here are the best practices for customer experience management today:

1. Manage Expectations

A customer should know he wait time to get their call answered and who they need to call to get their issue resolved. Representatives need to manage expectations promptly so that the customer does not feel they have being promised one thing and offered another.

2. Adopt State-of-the-Art Technology

No one is going to spend hours on a website with tons of glitches, no matter how badly they want to talk to a representative. The same is true of extensive phone trees that need to be navigated. It should be easy to log an issue and shouldn’t require them to hang in there until the Apocalypse happens on their screen.

3. Hire Knowledgeable Customer Service Representatives

Your employees should be knowledgeable in the areas that they serve and know where to direct people when they aren’t the experts for that issue. This will help them to always provide the solution for a customer, even when they don’t have it themselves.

4. Keep Track of Calls

In order to handle issues that may be escalated, you must have a good way to track incoming calls and the issue that is being addressed. If it needs to be escalated to a different representative, that person can just open the log and read the issue without making the caller repeat themselves endlessly.

5. Get Contact Information Promptly

Dropped calls and bad information can lead to irate customers. Make sure your call representatives are keeping the contact information updated for each issue, in case a call is dropped or it needs to go to another department for a response.

6. Be Pleasant and Courteous

It goes without saying that your manner of greeting a customer can impact the entire tone of the call. Be as pleasant and as courteous as possible. Remember that a lot of times people call with a problem and may already be stressed, so don’t add to it.

7. Provide Solutions – That IS Customer Experience

A customer may not know what they need, only that they have a problem that needs a resolution. They are calling you, the expert, to help get information they may not have. Don’t just focus on what they ask, also provide alternative solutions that they may not know exist.

8. Collect Feedback on Calls

You may need to collect feedback using a rating system about calls or interactions customers had with your representatives by using an email survey. Or, you can simply listen in on a few calls every day to make sure they are up to standard. This will help you weed out trouble spots and devise training in specific areas that need more attention.

Download Whitepaper
Recent Blogs
  • Five Ways to Generate More Sales Leads for Your Business

    Many successful companies depend on growing their customer base to generate profits in today’s competitive world. One practical way to accomplish this goal is to make sure that they receive a regular stream of sales leads. For B2B sales and marketing teams, one of their most important tasks is to be able to generate high-quality

    November 1, 2022
  • How Back Office Support Services Can Help Your Business Transform

    Outsourcing back-office support services have become a reliable and trustworthy support for various industries across the globe. Every industry needs strong backup support to achieve better management and smooth functionalities with complete control over the process. It also helps in cutting down the undue mental pressure on clerical staff. However, many companies overlook the need

    August 26, 2022
  • Everything You Need to Know About B2B SaaS Lead Generation

    Leads are the fuel of growth for any business-to-business company. It’s a pretty handy analogy because like cars, no matter how expensive it is, without fuel it’s going anywhere. Once topped up, the most efficient B2B companies will go further on less, and the ones with the best engines will get to their destinations faster.

    August 12, 2022
  • What Services Do You Want to Outsource to a B2B Marketing Agency?

    In the B2B world, the advantage of outsourcing specific responsibilities and tasks are not an optimization tactic – they are a necessity. Outsourcing is the perfect way to help your business as it progresses through its various growth stages. In fact, may companies outsource some of the work they do. In order to achieve a

    July 26, 2022
  • How to Use Hyper-Personalization in B2B Lead Generation

    With a myriad of B2B lead generation services, strategies, and tactics available on the internet, many B2B marketers are having a hard time finding the right solution for their lead generation problems. According to a recent study conducted by Authority Website Income, 53% of B2B marketers spend over half of their entire marketing budget on

    July 19, 2022

How can we help you?

We love questions and feedback – and we’re always happy to help! Please click below to contact us.