Common Roadblocks to Improving the Customer Experience
We have all experienced poor customer experiences — long wait times or time-consuming manual processes that lead to inconsistent experiences. Bad experiences lead to low customer satisfaction ratings, high levels of call abandonment and the eventual loss of loyalty.
Conversely, well-designed and executed CX reduces unnecessary interaction, creates a consistent experience and allows agents to focus on each individual interaction. This builds positive emotional connections that lead to increased loyalty and satisfaction.
CX is only part of the story. Successful organizations know that employee experience requires its own strategy. The same holds true for employee experience, which can improve productivity, engagement and retention. Combining CX and EX for a TX strategy provides an integrated approach, both inside and outside the organization.
The payoff can be huge: According to Gartner, organizations that provide TX will outperform competitors by 25 percent in satisfaction metrics by 2024. Not only are they able to build strong ties with both employees and customers through prompt and predictable interactions, but they also free up call center workers to focus on individual cases.
LEARN MORE: Why “customers first” is a key element in government IT modernization.
How Technology Can Lead to Positive Experiences
Successful TX strategies demand that technology move beyond the days of long wait times and endless voice response loops. Today’s call centers rely on artificial intelligence and advanced solutions to generate a seamless, pleasant experience for users and valuable information for the organization.
Examples of TX technologies include automated AI agents that can quickly handle simple issues and, for complex questions, feed intelligent data and analysis to human agents.
Text-to-speech modeling can convert audio to speech using models trained to ensure high-quality transcriptions. This can improve accessibility while providing a resource for analyzing call center transcripts.