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Customer expectations and priorities have evolved. Experience is now a key differentiator for businesses of all sizes and customer support leaders must find new ways to compete, whilst still driving efficiency.
Your customers not only expect great support on their preferred channel, they expect a personalized experience across multiple channels.
We entrust agents with two of our most precious assets every day – our customers and our brand – yet we don’t always equip them with the insights and tools to serve our customers in the best way possible. Supercharge your workforce with the perfect blend of AI, machine learning, and automation
Support agents are your most important resource. For the best results it is vital your internal structures, recruitment and training strategies are tailored to both different channels and case types.
Hear from a team of Qualitative Researchers whose purpose is to improve the experience of the frontline employees at USAA. They work in a unique environment called a Lab where they are co-located with agile development teams and a rotational group of frontline employees. The agile teams are actively creating systems, tools, and processes to enable frontline employees to provide best in class service to a membership which is over 13 million strong. The frontline employees are taking live calls in a production environment while receiving updates on a regular basis. Whilst the research team is continuously gathering insights from the group and providing it to the agile teams and executive management across the organization so that changes are made with input from the users. In short, we have found a way to operationalize user centered design.
To ensure best possible outcomes, you not only need to make the right information available, you need to make it actionable! Help agents find information easily, allowing them to work more productively and help customers more quickly.
You focus on delivering phenomenal customer service, but are you overlooking something obvious on your road map to success? Culture! The difference between delivering good or bad support ultimately comes down to what is happening inside of your organisation, your culture.
Though as consumers, we have switched most of our conversations from phone calls to messaging, when we want to contact a business, we’re often required to block 20 minutes of our busy, over-scheduled, day and make a call. Many of these user journeys start with Google, who is now helping brands and consumers move these interactions to asynchronous messaging. Hear from Google about how pioneering businesses have recognized messaging as the future of excellent customer experience and are enabling consumers to message directly from search results.
Done right chatbots can deliver a fast-reliable service to an always on the go consumer and new extremes of efficiency for your business. However, done in the wrong way, they can deliver a frustrating and jarring experience.
The truth is today’s consumer is short on time and wants to avoid contacting customer support if at all possible. Customer self-service has become a cornerstone of great customer support. Reduce your incoming volume and increase satisfaction, by empowering your customer to resolve their own issues and automate where possible.
Full speaker list • Full conference agenda • Audience breakdown
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