3 Things to Know about the Future of Customer Satisfaction and the Contact Center

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There is no doubt that the way we engage is changing. The adoption of smart phones has opened the door to new ways of communicating, not only shifting how businesses communicate with customers, but also how the result of that communication is impacting the bottom line.

It is expected that by as soon as 2020, customer experience will overtake price and product as the key brand differentiator*. Contact centers play a key role in determining customer satisfaction and for those in charge of leading them, they may be facing an uphill battle as customer satisfaction remains at an all-time low — down 3% from 2018 determined by CFI Group’s 2019 Contact Center Satisfaction Index (CCSI).*

How has customer satisfaction changed and what does that mean for contact center leaders that drive engagement? Read this blog to hear about the top 3 indicators of customer satisfaction trends and how to address them.

Consumers Want Self-Service

In a recent study by the CFI Group, they found that 72% of consumers seek to resolve their issue themselves and they are doing so across numerous channels as seen in the graph. The report also found that 57% of consumers go to existing websites, not new digital mobile apps, for means of self-service.

IMPACT ON CONTACT CENTERS

For contact centers, this means finding a way to incorporate engagement on a company’s website should be a key strategy, whether or not that be leveraging chatbots, empowering live-agent website chat, and or familiarizing agents on website navigation.

Voice Remains Important but Calls are becoming More Complex

Despite the demand for self-service on new channels such as a website, phone calls remain a key channel. The year before, CFI report also noted that 88% who reach an IVR end up talking to a live agent to resolve their issue*. For consumers who wish to reach a customer service rep directly, 77% make use a phone to reach an agent directly.  In a report by Deloitte’s Global Contact Center Survey, nearly 50% of consumer voted direct access to the consumer is a high priority:

While phone remains a primary channel, the rise of new channels has made phone calls more complex as today’s consumer have most likely already tried basic self-service prior to reaching an agent as shown in the same report by Deloitte’s:

In addition, by the time a consumer reaches an agent in a digital environment, they are more likely more frustrated after experiencing failed self-service.

IMPACT ON CONTACT CENTERS:

In the race to expand engagement to new channels, contact centers must not dismiss the traditional means of engagement. Investments should simultaneously be made in evolving the capabilities on the voice channel and of the agents responsible for success on the phone channel – especially given agent resources remain the most expensive asset to retain and attract. Today’s agents should be equipped with capabilities such as multichannel functionality and training along with direct insight into the consumer’s multichannel journey upon connection with a consumer.

Customer-Centricity Across Channels Drives Customer Satisfaction

Why is customer satisfaction falling? A study by Northridge group found that the lack of personalization or knowledge about consumers may be the culprit with only 16% of consumers report businesses are able to be greet them by their name, 15% know the consumer’s previous interactions, and a mere 13% of consumer’s reporting businesses consistently know about the previous reasons they contacted them as shown below.

IMPACT ON CONTACT CENTERS

Simply adding channels is not sufficient in meeting today’s consumer satisfaction expectations. Contact centers must be able also know how the consumer has interacted on those channels at any given time. The knowledge of the consumer therefore is just as important as how they are engaged with in determining consumer satisfaction.

What should contact centers takeaway from all these findings? As the number of channels grow, consumers are experiencing a dip in the human touch that was easier to obtain when in-person or voice was the sole means of communication. This is especially important for as customer satisfaction is a growing determinant of consumer buying decisions and brand loyalty.

The key is to address a loss in human touch is achieving personalization and speed across all channels. Having disconnects across different channels defeat the purpose of both. How are some contact centers looking to solve for this? In a recent report by CCW, factors that impact data gaps between channels is a top priority for CX contact center leaders.

Why are contact centers just taking this stance now? The answer is often simple and age-old: Budget. Journey mapping, channel unification, and upgrades to the CRM have historically been a path that has required multi-million, multi-year investments to achieve.

But now, the consequence of not doing so is starting to impact the bottom line and businesses are feeling pressure to do so. However, recent cloud innovation is providing an alternative solution. LiveVox is at the forefront of that effort by providing a simplified path to seamless digital engagement with a fully integrated, CRM, WFO, and Channel customer engagement platform.

Elevating Consumer Satisfaction in Contact Centers

Customer engagement is undergoing a transformation in today’s rapidly changing world, driven by smartphones and digital communication channels. Customer experience is projected to become a top brand differentiator, surpassing price and product by 2020. However, recent reports show consumer satisfaction remains at an all-time low, with a 3% decline from 2018, according to CFI Group’s 2019 Contact Center Satisfaction Index.

To address these challenges and elevate consumer satisfaction, contact center leaders must examine the top three indicators of customer satisfaction trends.

Consumers Want Self-Service

Customers seek to resolve issues independently, with 72% preferring self-service across multiple channels. To stay ahead, contact centers need effective self-service options on their websites, like chatbots and live-agent website chat.

Voice Remains Important, But Calls Are Becoming More Complex

While self-service channels rise, voice calls remain crucial. However, customers now reach an agent after attempting self-service, leading to more complex interactions. Contact centers must invest in voice channel capabilities and agent training to thrive.

Customer-Centricity Across Channels Drives Satisfaction

Lack of personalization and knowledge about consumers impacts satisfaction. Centralizing consumer data and interactions in a comprehensive customer engagement platform ensures personalized experiences across touchpoints.

Enhancing consumer satisfaction is vital for contact centers to thrive in the dynamic and highly competitive business landscape. Contact centers can elevate customer satisfaction and build lasting customer loyalty by embracing self-service options, optimizing the voice channel, and prioritizing customer-centricity. LiveVox’s integrated customer engagement platform can equip contact centers to deliver seamless, personalized experiences and navigate the evolving expectations of modern customers effectively.

Embracing the Future: Navigating the Ever-Evolving Landscape of Customer Service

As technology and consumer behavior reshape the future of customer service, contact centers must embrace change to remain competitive. Customer satisfaction is crucial in buying decisions and brand loyalty, urging contact centers to adapt to evolving expectations. Balancing the human touch with the expansion of new communication channels is a challenge.

To excel in this dynamic landscape, contact centers must prioritize personalization and speed across all channels. Disconnected experiences can impact customer satisfaction, making it vital to understand the factors driving satisfaction and deliver cohesive experiences.

Achieving Personalization and Speed Across All Channels

Customers expect seamless and personalized experiences across communication channels. Contact centers should prioritize achieving personalization and speed to deliver unforgettable experiences.

By adopting LiveVox’s comprehensive customer engagement platform, contact centers can seamlessly integrate CRM, WFO, and communication channels, empowering agents to provide personalized experiences. Leveraging intelligent automation and AI-driven chatbots optimizes customer interactions, bringing your contact center firmly into the future of customer service.

Bridging Data Gaps to Deliver Cohesive Experiences

Effective customer service requires a cohesive understanding of interactions across channels. Contact centers need technologies that bridge data gaps and offer a unified customer view. LiveVox’s integrated platform offers real-time insights into customer interactions, enabling contextually relevant support and personalized recommendations.

Optimizing Agent Training for Multichannel Capabilities

Agents must be equipped to handle diverse interactions across multiple channels. Contact centers must invest in training programs to navigate customers seamlessly.

LiveVox’s comprehensive platform includes multichannel functionality and advanced training features for well-rounded agents.

Embracing the future of customer service is vital for sustained success. Prioritizing personalization, bridging data gaps, and optimizing agent training empower contact centers to build strong customer relationships. LiveVox’s innovative platform offers the tools to navigate the ever-evolving landscape and achieve unparalleled success in the business environment.

Shaping Tomorrow’s Contact Centers: Embracing Innovation and Excellence

As the world of customer service rapidly evolves, the contact center of the future must embrace innovation and excellence to stay ahead in the competitive landscape. With customer satisfaction playing a significant role in brand loyalty and buying decisions, delivering exceptional experiences is no longer optional but essential for contact centers.

However, for many contact centers, achieving excellence has historically involved complex and costly efforts, including journey mapping, channel unification, and CRM upgrades that required substantial investments. But now, cloud innovation provides a cost-effective alternative that empowers contact centers to achieve seamless digital engagement.

Cloud Innovation for Simplified Digital Engagement

Cloud technology has revolutionized the contact center industry, making innovation and excellence accessible to businesses of all sizes. Cloud-based customer engagement platforms, like LiveVox, provide contact centers with a simplified path to deliver seamless digital engagement.

LiveVox’s cloud-based platform consolidates CRM, WFO, and channel customer engagement functionalities in a single location, eliminating the need for complex integrations. With easy-to-use and unified tools, the contact center of the future can efficiently manage customer interactions and deliver consistent experiences across various communication channels.

The Shift Towards Comprehensive Integration

The future of contact centers lies in comprehensive integration that unifies customer data and communication channels. Siloed systems and data gaps create inefficiencies, leading to disconnected customer experiences and reduced satisfaction. Contact centers must prioritize integrating systems and centralizing customer data for a unified view.

LiveVox’s integrated customer engagement platform offers a seamless and comprehensive solution, allowing your team to access real-time data and insights across all channels and bringing the contact center of the future into the here and now. This comprehensive integration empowers agents to provide personalized and contextually relevant support, driving customer satisfaction and loyalty.

Elevating Agent Productivity with AI-driven Solutions

AI is revolutionizing the contact center landscape, offering intelligent automation and chatbot capabilities that enhance agent productivity. By automating routine inquiries, agents can focus on handling complex interactions and high-value customer engagement.

LiveVox’s platform leverages AI-driven chatbots to efficiently handle routine queries, freeing agent resources for more personalized and impactful interactions. Integrating AI-driven solutions empowers agents to deliver exceptional service, strengthening customer relationships.

Shaping the contact center of the future requires embracing innovation and excellence. Cloud technology has democratized access to cutting-edge solutions, enabling contact centers to achieve seamless digital engagement without significant disruptions. Prioritizing comprehensive integration and leveraging AI-driven solutions empowers contact centers to optimize agent productivity, deliver personalized experiences, and drive customer satisfaction. With LiveVox’s cloud-based customer engagement platform, contact centers can confidently navigate the future and unlock their potential for success.

3 Key Points for Contact Center Customer Satisfaction

Contact center customer satisfaction has emerged as a critical differentiator for contact centers in the fiercely competitive business landscape. Meeting customer expectations and delivering unforgettable experiences is now a top priority for organizations seeking to drive brand loyalty and growth. Understanding the factors that drive customer satisfaction is essential for contact center leaders to optimize their strategies and create lasting impressions on their customers.

Personalization and Context are Key

Modern consumers expect personalized experiences tailored to their specific needs and preferences. A study by the Northridge Group reveals that a mere 16% of consumers feel businesses can greet them by their name, while only 15% report consistent knowledge of their previous interactions. To prioritize customer satisfaction, contact centers must focus on delivering personalized interactions that demonstrate a deep understanding of the customer’s history and needs.

LiveVox’s comprehensive customer engagement platform empowers contact centers to achieve personalization and context. With real-time data and insights into customer interactions, agents can deliver relevant support and personalized recommendations, leaving a positive and lasting impression on customers.

Seamlessness Across Channels

Customers engage with businesses across multiple communication channels, and their journey should be seamless and consistent regardless of their chosen touchpoint. Bridging data gaps and ensuring a unified view of the customer journey is essential for delivering cohesive experiences.

LiveVox’s platform seamlessly integrates CRM, WFO, and communication channels, providing a unified view of customer interactions. This enables agents to deliver consistent support and ensures a smooth customer journey across all touchpoints, contributing to overall contact center customer satisfaction.

Empowering Agents with the Right Tools

Agents are at the frontline of customer interactions, and their capabilities directly impact customer satisfaction. To deliver unforgettable experiences, contact centers must equip their agents with the right tools and resources.

LiveVox’s comprehensive customer engagement platform offers agents advanced training and multichannel functionality. This empowers agents to efficiently handle diverse interactions and provide prompt and effective customer support, ultimately driving customer satisfaction and loyalty.

Prioritizincontact center customer satisfaction is a core principle for the contact center leader seeking to excel in today’s competitive landscape. Contact centers can elevate customer satisfaction and forge long-lasting customer relationships by delivering personalized experiences, ensuring seamlessness across channels, and empowering agents with the right tools.

What Drives Customer Satisfaction?

Understanding what drives customer satisfaction is crucial for contact centers seeking to optimize their strategies and deliver exceptional experiences. In an era where customer satisfaction determines brand loyalty and business growth, contact center leaders must prioritize data-driven insights to shape their customer engagement approach.

Personalization and Timely Support

Personalization is a key part of what drives customer satisfaction. Customers expect tailored support that addresses their unique needs promptly. Contact centers must leverage data analytics to understand customer preferences and behavior, enabling agents to deliver personalized and timely support.

Seamless Multichannel Experiences

Modern customers interact with businesses across multiple channels, and their journey should be seamless and consistent. Contact centers must ensure customers can transition between channels effortlessly without repeating information or experiencing disjointed interactions.

LiveVox’s integrated platform unifies CRM, WFO, and communication channels, enabling contact centers to deliver consistent experiences across all touchpoints. By bridging data gaps, agents can provide contextually relevant support, fostering customer satisfaction.

Empowered and Well-Trained Agents

Agents play a pivotal role in shaping customer satisfaction. Empowering agents with the right tools, training, and resources is essential for delivering exceptional experiences.

Embracing Change: What’s the Future of Contact Centers?

The future of the contact center is characterized by constant change and innovation. As customers’ preferences evolve, contact centers must adapt and unlock their full potential to thrive in this dynamic environment. With the number of communication channels increasing and customer expectations rising, the ability to deliver seamless and personalized experiences is crucial for contact centers seeking sustained success.

Meeting Rising Customer Expectations

The future of the contact center demands instant and personalized customer support across various communication channels. To meet these rising expectations, contact centers must leverage innovative technologies and prioritize customer-centric strategies.

LiveVox’s customer engagement platform offers intelligent automation and AI-driven chatbots, enabling contact centers to scale their customer support efficiently. By automating routine inquiries, agents can focus on delivering personalized support, meeting the demands of the evolving customer landscape.

Bridging Data Gaps for a Unified Customer View

Disconnected interactions due to data gaps between channels hinder customer satisfaction. Contact centers must bridge these gaps and establish a unified view of the customer journey to deliver consistent and cohesive experiences.

LiveVox’s comprehensive platform centralizes customer data and provides real-time insights into interactions across channels.

Embracing Agile and Cost-Effective Solutions

Traditional contact center solutions often involve complex integrations and disparate systems, leading to inefficiencies and higher costs. In contrast, a cloud-based customer engagement platform offers a consolidated and integrated approach, minimizing the need for juggling multiple platforms.

By unifying core functionalities such as customer relationship management, multiple channels, and workforce optimization in a single location, contact centers can streamline operations and ensure that agents have seamless access to relevant customer information and communication history.Embracing change and unlocking potential is essential for contact centers to succeed in the future. Contact centers can thrive in the ever-evolving landscape by meeting rising customer expectations, bridging data gaps for a unified customer view, and embracing agile and cost-effective solutions. LiveVox’s cloud-based customer engagement platform equips contact centers with the tools they need to confidently navigate the future of the contact center and achieve unparalleled success.

LiveVox’s platform offers advanced training and multichannel functionality for agents. This enables them to efficiently handle diverse interactions and provide top-notch support, enhancing overall customer satisfaction.Cracking the code of what drives customer satisfaction requires a data-driven approach and a focus on personalization, seamless multichannel experiences, and empowered agents. LiveVox’s innovative customer engagement platform equips contact centers with the tools to explore the factors driving customer satisfaction and create exceptional experiences that build lasting customer loyalty. By leveraging data insights and prioritizing customer-centric strategies, contact centers can elevate customer satisfaction and achieve unparalleled success.

* https://www.cmo.com/features/articles/2019/3/4/15-mind-blowing-stats-about-customer-experience-management.html#gs.jwce1o

* https://cfigroup.com/resource-item/contact-center-satisfaction-2019/?utm_campaign=ccsi&utm_source=release&utm_content=top

*https://cdncom.cfigroup.com/wp-content/uploads/CFI-contact-center-satisfaction-index-2018.pdf

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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