What Makes a Good Customer Experience in 2021? Related Articles 30 Customer Experience Trends to Watch Out For Customer Loyalty: Innovative Customer Retention Strategies Definition: Contact Centre Jargon and Terminologies Customer Service vs. Customer Experience © GVS - Adobe Stock - 287359829 151 Filed under - Guest Blogs, Five9 Kim Austin at Five9 explains how you have a hefty list of choices when it comes to identifying ways to improve the experience for your customers. New interaction technologies, improved workforce management, better use of data — the technology is always evolving and providing new opportunities to explore and implement. But what do your customers value most in their interactions with you? According to the Five9 Customer Service Index 2021: Consumer Report, it’s simple. Customers want information and answers. And yes, they want it quickly. The factors that consumers rate highest as markers of a good customer-service experience are: 33% the representative supplies the right answer (even if it takes more time) 26% the rep can answer their question quickly 20% they don’t have to wait long to reach a rep It’s helpful if your reps have information about the customer and interaction history, but consumers aren’t prioritizing it over simply getting the answers they need — with just 6% of respondents ranking it highest. So, how can you deliver? Provide your agents with information they need to solve consumers’ questions and issues. That means empowering agents with FAQs and suggested responses, AI-based agent assistance, real-time access to subject-matter experts, and so on. With the right tools, you can improve first-call resolution (FCR) rates and increase customer satisfaction. Integrating your contact-centre systems with your unified communications capabilities is a good way to quicken access to subject-matter experts and others outside the contact centre. What Makes a Bad Customer Experience? If you’re steering the boat, you not only need to know what direction to head, but what to avoid. The best way to annoy a consumer? The top response for what makes a negative experience, at 34%, is “getting passed from one rep to another.” After that, the top three rounds out with waiting a long time to reach a rep (26%) and unhelpful cueing/on-hold systems (13%). And if you’re working with Canadian and UK consumers, you really want to focus on FCR because their annoyance factor for getting passed along is much higher, at 49% and 45% respectively. Interestingly, although respondents in Italy prioritize quick access to a rep (31%), they’re more forgiving about speaking to multiple people (17%). I can almost hear my Sicilian uncle saying, “I don’t care who gives me the answer as long as I get it — now.” It comes back to empowering agents with information and access. The more resources your agents have at the ready, the less likely they’ll have to pass a customer along to someone else. And fewer frustrated consumers mean fewer stressful encounters for your agents. It’s a pretty simple equation: Happier people generally provide more positive interactions. Dig Deeper Download the Five9 Customer Service Index 2021 report to get more detail on the regional perception of customer service from consumers. This blog post has been re-published by kind permission of Five9 – View the Original Article For more information about Five9 - visit the Five9 Website About Five9 Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. Find out more about Five9 Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: Five9 Published On: 25th Oct 2021 - Last modified: 26th Oct 2021 Read more about - Guest Blogs, Five9 Recommended Articles 30 Customer Experience Trends to Watch Out For Customer Loyalty: Innovative Customer Retention Strategies Contact Centre Jargon and Terminologies Customer Service vs. Customer Experience Related Reports White Paper: Cloud-to-Cloud Migration Has Never Been Easier eBook: Empower Your Agents with AI Webinar Replay: 5 Clever Ways to Improve Your Service Levels eBook: Customer Success Stories 2024 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter