Five Pointers Leaders Can Use to Improve Customer Experiences

Whether it’s intentional or not, every business or organization has a customer experience.  And nowhere is that more apparent than in the contact center.

Here are five (5) pointers to improving customer experiences:

1. Understand the difference between customer service and customer experience 
2. Prove the importance of the contact center 
3. Have the right tools for the right job 
4. Get agents involved in designing customer experiences 
5. Align the contact center with the rest of the business

Reference:  Jerry Angrave is Managing Director of Empathyce www.empathyce.com