We often hear about the importance of customer service and all the factors that contribute to a good customer experience.
Think about the results that are possible when an organisation perfectly aligns their mission, vision and values with the needs and expectations of both their customers and their employees. Envision all of this being the case for your organisation.
This is not an easy task for even the most sophisticated of companies: The complexity of today’s contact centre is at an all-time high with the future indicating more channels to manage, increased customer expectations and a need for a frontline workforce that is, by no means, “entry level”. This doesn’t mean providing an effortless customer experience is impossible, it just means that you need to be ready to handle whatever comes your way.
Zendesk have put together this whitepaper with the ICMI to learn how to remove roadblocks and create an effortless customer experience. It’ll share the insider knowledge from three key stakeholders:
- The Customer
- The Agent
- The Organisation