Here’s a simple exercise. Ask a handful of people in the contact centre what customers dislike.
They will probably come up with a list that looks like this:
- Overseas contact centres (unless they are in the travel industry)
- Touch-tone menus
- Long queues
- Repetitive music on hold
- Advisors who know less about the subject than they do
- Speech recognition systems
Once you have got a list like this, prioritise it and start eliminating these from your organisation.
By removing the things that customers don’t like, you will find that you will instantly improve the customer experience.