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From the blog

Inbound Call Center: Understanding Customer Engagement

Inbound Call Center
© Andres Rodriguez / Dollar Photo Club

In this newly social online world, it can’t be denied that it’s the age of smarter consumers wherein customers are really challenging. They incorporate new technologies into their daily lives and their philosophy is they want to be served, listened to, known and empowered. They see consumption as far beyond a transaction with a more experiential view and seek through this experience to fulfill their needs.

All this has had a significant impact on how brands are now positioning themselves, and how they re approaching their customers. In this period of intense competition and fleeting customer loyalty, the ownership of the relationship is now with the customer.  Companies need to strengthen customer relationships and optimize business outcomes by proactively engaging customers with the ideal customer service through any channel the customer favors.

Interaction is an important factor. Every interaction with your company creates a lasting impression on the customer that’s why social media is providing an empowering platform for customers to very publicly discuss your company’s product and brand. In achieving your business goals, you also need to optimize your resources including inbound call center agents, business process outsourcing, back-office and automated systems. Legacy infrastructure and disparate hardware and application systems must be integrated to empower every employee responsible for customer service, sales, and support.

Another is every customer interaction incorporates an underlying customer process to ensure that the back office achieves similar efficiencies as its contact center counterparts.  Performance management and analytics will also increasingly play an important role in helping business executives determine customer engagement effectiveness and guide the decision-making process.

Customer engagement involves developing and fostering a sense of trust, emotional commitment and an ongoing involvement with your company. Your brand is not just viewed therefore as a functional benefit to be purchased for a price rather its a relationship partner in your customers life.

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