3. Managing Volume Spikes Effectively for Better Customer Experience
Spikes in inbound call volume and service requests can disrupt the normal operations of your contact center. From seasonal peaks, to spikes in traffic caused by economic shifts, to disruptions caused by natural disasters (or global pandemics), executives must be prepared to handle these often-unpredictable fluctuations. However, due to the temporary nature of these engagement spikes, these challenges aren’t necessarily best solved by simply hiring more staff.
Instead, organizations should form a cohesive customer engagement strategy and use technology to provide customers with enhanced transparency, seamless routing, and helpful, personalized, self-service options. Customers will appreciate your transparency and efforts to provide them with alternative channels they may not know exist.
Investing in new strategies and technologies is equally beneficial for your team. The evolution of the modern workplace led to many workforces becoming decentralized, empowering agents to work remote. With a streamlined, automated omnichannel agent experience, agents can have the information they need right at their fingertips, and they can provide truly “wow” experiences to customers at every interaction.
4. Optimizing the Pre-Agent Experience
Ensuring that your customers feel known, helped, and valued is critical to providing exceptional CX. For some customers that means getting on the phone with an agent. For others, that means navigating a simple self-service protocol on their own. Accepting that each customer will have a different preferred journey is essential for delivering omnichannel interaction experiences that are more meaningful and helpful for your customers.
When organizations accept that voice and automated channels need to work together, they can design IVR, AI, and bots as complementary tactics that help tackle some interactions on behalf of agents, provide answers customers can’t find via an FAQ, and correctly route other calls to agents without frustrating the caller. Don’t let automated and AI channels feel like a barrier to speaking with an agent – turn them into a helpful tool that helps your brand provide exceptional experiences, whatever that might look like for each customer.
You Don't Have to Overcome These Challenges Alone
If you are one of the many financial organizations experiencing these challenges, know that you don’t have to face them alone – TTEC Digital exists to help companies like yours excel in your customer experience delivery.
Our team has deep expertise in transforming CX through strategic design and technology orchestration. We are dedicated to helping financial services companies use the right tools and tactics to overcome customer experience challenges. Consider us your partner along every step of your customer experience transformation journey. If you would like to discuss how you can turn CX challenges into your competitive advantage, set up a conversation with one of our experts today.