Your Guide for Unlocking the Right Answers to Customer Experience


Another glorious week has passed and I sincerely hope that your knowledge about customer services and customer experience has gained momentum. If you have had the chance to take this quiz, you would have dwelled a bit deeper in this tricky world of customer services and how to enhance your customer’s experience.

Now it is our chance to share some insights with you, so you can leverage the answers and act upon to uplift your customer satisfaction quotas and be in tune with their expectations.

If by any chance you missed out on taking this quiz up, here’s a summary of what your customers want from you and how well cut out you are for providing awesome customer experience.

Question 1. Your customer proactively gives feedback about the product or customer service experience. What do you do with it?

Answer: Make sure that the feedback is well heard and suggestions flag is marked o in the system.

It is important that you pay heed to what your customers have to say. Their words hold importance, especially in a service industry where customer experience counts as the backbone.

Question 2. This is properly addressing the need of the customer the first time they call, thereby eliminating the need for the customer to follow up with next call.

Answer: First call resolution.

If you can provide your customers with first call resolution, it makes their customer experience soar really high. The need to call or follow up again on a query can frustrate them even more and lead to a poor service score.

Question 3. The ability of a machine or a program to recognize and carry out voice commands or take dictation from a customer, often result in saving cost.

Answer: Speech recognition.

As the statement is self-explanatory, if your contact center incorporates this, you end up saving a lot of customer’s time and money.

Question 4. When dealing with an angry customer, what should the agent do?

Answer: Propose a solution to make him happy and listen very carefully to him.

It is very important that you don’t interrupt your customers while they are speaking. Listen to what they have to say and propose a solution which is mutually acceptable.

Question 5. Contact centers are similar to a call center.

Answer: False.

They hold significant amount of difference. Contact centers focus on customer engagement with omnichannel customer experience and customer services, while call centers using voice telephony to answer customers queries and concerns.

Question 6. In a contact center, this is the line of people waiting to be handled, usually in a sequential order starting at the beginning or top of the line or sequence.

Answer: Queue.

Usually in a contact center, the trend which is followed is first-in-first-out or FIFO. So, the person who calls first, gets answered first and so on and so forth. This systematic arrangement of maintaining a sequential order is referred to as a queue.

Question 7. Measuring contact center performance has changed because of advanced social and mobile technologies.

Answer: True.

The parameters of measuring change have changed from the last decade due to growing advances in mobile and social technologies. This will continue to happen, as the digital storm is yet ongoing.

Question 8.What has changed the face of contact center operations?

Answer: Advances in phone technology, mobile apps, social media.

Your customers seek more. They want your presence on all available platforms of reach. Be it chat operations, social outreach or voice telephony.

Question 9. This is an information industry term of methodologies, software, and usually internet capabilities that help an enterprise handle customer data.

Answer: CRM.

If you are working in a contact center domain, you would understand the importance of CRM and how crucial customer data is. CRM makes it easy for you to manage key information and track response.

Question 10. This is the term used for progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product.

Answer: Customer lifecycle.

A customer goes through many stages before he ends up doing business with your brand. Every stage has a lot to offer and only proper nurturing leads to a superior customer experience.

I hope this has been a useful exercise. If you have any feedback to share, do let us know in the comments section.  

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