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Tag Archives: 24-7 Intouch

The Power of Personalizing Your Customer Experience

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The following is a guest blog written by Matt Wheatley, VP of Customer Experience at 24-7 Intouch. Learn more about 24-7 Intouch by visiting their website.

It is no surprise that an improvement in customer experience can easily translate into hundreds of millions of dollars of incremental annual revenues. One key component to making a lasting, positive impression on your customers is through the personalization of the consumer experience.

Customers are constantly contacted by brands in the hopes of gathering as much information as they possibly can to build out customer profiles. The more effectively a company uses customer information to understand and acknowledge both the differences and similarities, the easier it will be to provide a truly personalized, highly customized experience through relevant channels in ways that drive stronger, more profitable relationships. However, if nothing is done with this data, all you’re left with is an annoyed customer and a detached experience.

Here are a few ways you can drive immediate engagement and better serve your customers by giving them exactly what they want, when and how they want it: Continue reading

Focus on the Firsts: Humanizing the Employee Experience

The following post is a guest blog written by Steve Muise, VP of Employee Experience at global contact center outsourcing company 24-7 Intouch. For more information about 24-7 Intouch visit their website

To hear more about this topic, join us at Customer Response Summit Seattle, where 24-7 Intouch and our other Idea Lab sponsors, will be sharing their leading ideas on how to improve the overall customer experience, for the connected consumer. To learn more about CR Summit Seattle, taking place September 28-30, 2015 click here.  

Psychology and Culture

Monitoring contact center retention and fostering well-performing agents is an ongoing battle companies face. Incentives, social activities and coaching sessions drive performance and help identify stars. The ideal is to develop these individuals, help them grow into Team Leaders and future Managers of your existing teams. This cycle continues with new agents joining your team, while existing ones grow or eventually depart.

The concept seems easy enough. Meeting KPI’s is always important, but focusing on motivators and the employee experience is where you’ll make the difference. Insert “Culture”. Yes, a term that’s cliché and not directly tied to your retention or performance numbers. That said, let’s forget about those metrics right now and look at it from another perspective.

We’re attacking the root of the issue here and focusing on the psychology of employees. What small gestures do we appreciate? What defines ‘professionalism’ in the contact center? How does recognition impact us?

Revisiting theories developed by psychologists Frederick Herzberg and Abraham Maslow, the Two-Factor Theory and Hierarchy of Needs, reminds us to meet peoples’ basic levels of needs to keep them engaged. Shift to humanizing your employees’ experiences, get them psychologically engaged and slowly create a culture that builds confidence to succeed, learn, and grow.

HERZBERG’S TWO-FACTOR THEORY

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MAZLOW’S HIERARCHY OF NEEDS

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