From contact center to experience center

EMBRACING CUSTOMER FIRST MINDSET

While competition continues to rise, companies have to adapt and embrace a new mindset. The goal is to go beyond customers’ expectations and lead to true commitment by improving organization’s ability to offer white-glove services to all customers. As technology advances at a never seen before speed, change becomes a certainty which shapes the character of work at all levels.

Experience showed that many times contact center employees were the first to spot general customer inconveniences or process inefficiencies. Therefor, investing in technologies and people needed to understand and implement hyperpersonalization in customer care is a trend that will bring many benefits. Nowadays the main focus of the industry is to resolve customer queries as they come which, unfortunately, is just one tiny piece of the customer journey. As each customer is different one from another, implementing enablers to make possible the development of complete individual customers’ profile is a must. Creating a real connection with customers is the first step to an unparalleled customer service. While we have no control over customer’s actions, fully engaged contact center professionals who are excellent listeners and authentic problem solvers are necessary for succesful interactions.

The advancement of technology make it possible for agents to offer a flawless customer experience throughout the whole journey. Establishment of complete,well structured customer data from all channels fed back into analytics help the organization understand the customer behaviour and guide its operations into what matter most for their customers. Data-driven recommendations identify the best method and time for interactions with each customer. The collected data are not only useful in the contact center matters, but can be used by the rest of the organization, improving the collaboration between marketing, sales, operations and customer service departments.

BUILDING SUPER HUMANS TEAMS

Digital tools are a healthy investment and the only challenge for companies will be selecting the right tools to create super-human agents to achieve the most favorable balance in human-machine collaboration. In terms of ROI, offering white-glove services to all customers is actually an opportunity to save costs as it prevents issues from happening and boosts customers trust and loyalty, as well as supporting retention and cross-selling.

The contact center evolution into an experience center focus on proactively meeting customer’s needs before they appear as well as investing in technologies that will pay off tomorrow, ease employees’ work envirornment so they can focus on high level opportunities. Finding top-talent employees and retain them on such roles has always been a challenge, but now more than ever contact centers have the opportunity to improve customer experience, sales and retention by providing customer-oriented tailored solutions, to ensure high quality data in the CRM and use it to create strong connections with the customers.

At Pendl & Piswanger, we believe in the power of people and use heart, mind and technology to best serve our clients. We are eager to look for and find qualified leaders and experts for your organization who can empower, motivate and train workforce to pursue personalization.

The leaders of such organizations focus on building progress over time, identifying improvement areas, overseeing performance both at individual and team levels, has strong tailor coaching skills and stimulates healthy competition and continuous development. This role requires a professional hiring process to ensure that organization is capable of maximizing all resources for the expected future. A “no second thoughts” move in the fast moving business environment is investing in finding and retaining dedicated professionals and we can offer our expertise to support your company building the best teams.

Ana Ber – Managing Partner InterSearch Romania

Pendl & Piswanger – InterSearch Romania is a leading company in executive search, management consulting and interim placement, positioned amongst the top 5 local consultancies in Romania. Operates on the Romanian market since 1997, offering full HR consultancy services with a focus on Executive Search for local, regional and international assignments and related services such Assessments and Talent pool development Centers. Please visit http://ro.intersearch.org