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 understand that a 'one size fits all' approach is unthinkable when it comes to choosing a customer contact platform. After all, every organisation is unique! That's why we offer you a wide range of renowned contact centre solutions, and provide advice based on over 20 years of experience in customer contact.
Evolution, not revolution
Together with you, we’ll evaluate your current contact centre processes and your requirements for the new platform. We’ll advise and assist you in developing more efficient workflows, driven and supported by AI wherever possible. Based on your priorities, we’ll create a dynamic roadmap that makes the transition to a new, improved contact centre manageable.
Proactively embracing cutting-edge technology
This roadmap remains central to the project, even after the new platform is up and running. It evolves with changes within your organisation and developments in contact centre technology. Our experts assess every new release to determine its value to you as a customer. They take the initiative, ensuring you always have the relevant knowledge at your fingertips.
Creative solutions for better customer contact
And if you're looking for specific functionalities that aren't (yet) available on the chosen platform, there is plenty of scope for in-house development of add-ons tailored to your needs. Our team possesses the business and technical expertise to achieve the maximum potential, even if you've opted for an out-of-the-box solution.
DDM Consulting provides the proactive and creative approach to your CX evolution!
