The Ultimate Guide to Contact Center Optimization by Genesys
Genesys, a leader in customer experience solutions, presents “The Ultimate Guide to Contact Center Optimization,” a comprehensive guide focusing on improving customer satisfaction while reducing operational costs. This guide is particularly timely, given Forbes’ report that poor customer service costs businesses over $75 billion annually.
Key Challenges and Solutions for Contact Center Leaders:
Omnichannel Data Silos: The guide addresses the challenge of siloed data in contact centers, particularly in the wake of the COVID-19 pandemic, which has amplified the reliance on digital channels.
Understanding Customer Context: More than half of customers interact across three to five channels per journey, expecting agents to be aware of their unique context. The guide emphasizes the importance of understanding the customer’s goals and steps taken prior to agent contact.
Natural Language Understanding and Context: While speech and text analytics tools are commonly used in contact centers, Genesys highlights the limitation of these tools when they lack broader context outside contact center channels.
Evolving Measurement Strategies: The guide suggests evolving traditional performance metrics to more journey-based measurements, aligning them with broader business outcomes.
Why Customer Journeys are Key:
The guide stresses the importance of understanding customer journeys in their entirety, from self-service attempts to interactions with agents. This comprehensive view is essential for delivering high-quality, consistent service across all channels.
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