For business leaders tasked to “do more with less” it can feel like each day’s to-do list keeps growing even as items are checked off. Multiply that feeling by hundreds of different technologies and touchpoints, and you have the to-do list of a CX leader. There’s always room for improvement, and a request for measurable results.
After all, as CX spends have been rising, levels of satisfaction have actually been falling, according to Forrester. And with so much opportunity for optimization, it can be hard to decide where to focus. At TTEC Digital, we’ve made it simple. We focus on optimizing CX at the point of conversation — because the point of conversation is the most critical part of the customer journey.
Think about your last, great conversation for a second. How did it make you feel? Did you feel heard, understood, or cared for? What about your last conversation with a call center agent or digital chatbot? Chances are, it didn’t feel quite the same way.
A recent survey by Genesys backs that assumption up: in it, less than half of consumers said they’ve felt highly valued after a call. One-fourth said they’ve lost their temper with a call center agent and 12% said they’ve been driven to tears. Not only is there a stark difference between a good conversation and a bad one, there are also stark consequences. As the survey showed, 77% of consumers will switch brands after just a handful of negative interactions.