Connectedness in times of crisis increases loyalty.
With the hugely increased workload in the CCC, the focus is often on handling customer contact moments as quickly as possible. Wallboards indicate the number of waiting interactions. Agents are rewarded for shorter waiting times, so the quicker a customer conversation can be concluded positively, the better.
Of course, technology supports this. Consider, for example, the possibilities that omnichannel customer contact offers. Or an efficient knowledge management system that facilitates self-service and first contact resolution. In addition, AI makes it possible to anticipate your customer’s needs based on customer analysis and algorithms, so you can serve them faster, better, and more personally.
But what really makes the difference is not only that the customer is served as quickly as possible. It is the personal touch that you can offer as a company, especially in times like these. That your customer – and your employee – feels heard at a time that has caused a lot of unrest, uncertainty, and change. That as a company, you do not lose your humanity, despite all the underlying technology.
So keep in mind that customer contact moments in times of crisis will probably take a bit longer than usual. Share this expectation with you customer service teams so they don’t experience unnecessary extra pressure. In addition, ensure that your team has access to all the information they need to be able to serve the customer as efficiently as possible, and make them the first to know about any changes or news. Also use other contact channels such as an email campaign or website to inform your customers, so that not all questions end up at the CCC. Make your communication as personal as possible.
Because despite – or precisely because of – the increased pressure, it is important that you as a company are able to continue seeing your customers and employees as people. So listen. Show empathy and understanding. Seek genuine connectedness. Because that is what creates loyalty, especially now.
The first step in a crisis is reaching out - not with marketing or overt attempts at gaining competitive advantage, but by providing genuine support.
The adoption of digital customer contact has grown strongly, even among the most "digitally resistant" customers.
CCC employees are the eyes and ears of a company. So collect their feedback to measure how customers are
feeling and how daily interactions change.
About DDM
At DDM Consulting we believe that our customers benefit most from tailor-made advice, without preference for a particular product or specific supplier. That is why we offer a wide range of intelligent omnichannel contact centre solutions, delivered by renowned partners who are all specialists in their field.
How we work
Together with the client, we evaluate the current contact centre processes as well as the requirements and preferences for the new platform. We apply our years of experience to find the best match, and provide advice on the potential optimisation and automation of business operations, for example through the use of AI.
We naturally guarantee a successful implementation of the new solution, and ensure that all back-end systems are seamlessly (re)connected. After the deployment, we are at the service of our customers to offer advice and aftercare.
But we go one step further: time and time again, we push the boundaries of the chosen platform, and adapt it to the customer's specific business processes and needs. Our team has the business and technical expertise to achieve the maximum potential, even when it comes to an out-of-the-box solution. This is our way of ensuring that every customer makes optimal use of the capabilities of the chosen platform!
Our clients
Our clients come from a wide range of sectors, from major financial institutions such as banks and insurance companies, to telecom operators, healthcare institutions, government agencies, retail, and media.
Our team
We have grown into a team of about 30 contact centre experts, and are mainly active in Belgium, the Netherlands, Luxembourg, France, Germany, Austria and Switzerland. To be able to guarantee the highest quality, we continuously invest in the knowledge, training and experience of our employees.
