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Revolutionizing Customer Service is pivotal in today's digital world

Contributed article by Renaud Charvet, CEO of Ringover

According to the American Customer Satisfaction Index (ACSI), the only national cross-industry measure of customer satisfaction that represents the US economy, customer satisfaction has witnessed a decline since 2019, and COVID-19 alone cannot be solely blamed for this trend. However, change is on the horizon. Here, Renaud Charvet, CEO of Ringover, a leading provider of call center software, unravels the transformative potential of multi-channel contact centers in elevating the customer experience.  

The ACSI discovered that from 2010 to 2019, an astonishing 70 percent of companies tracked witnessed either declining or stagnant customer satisfaction scores. However, the situation has taken an even more alarming turn in recent years. Since 2019, the average American customer's discontent has reached unprecedented levels, hitting a staggering 17-year low by mid-2022.

Call centers play a pivotal role in engaging with customers across many industries. Notably, the financial, technology, and telecommunications sectors rely heavily on call center facilities to cater to customer needs. The CFI Group also notes that the United States boasts nearly 500,000 active call center agents. However, the disruptive impact of COVID-19, the US’s ‘Great Resignation’ in the US workforce, and the surge in online shopping, have further compounded these challenges and intensified the pressure on call center agents striving to deliver exceptional customer service.

Employee experience and satisfaction

ACSI, Glassdoor, and Bain and Company have all established that customer and employee satisfaction and loyalty are intrinsically linked, and ensuring your employees are satisfied with their working arrangement is crucial to fulfilling your company’s goals. After all, agents who are genuinely happy doing their job will be more likely to radiate positivity when talking to customers.

In the digital age, two critical components contribute to employee satisfaction: offering a flexible hybrid work model and providing access to suitable business technologies that enhance the employee experience while driving business value. Microsoft’s 2022 Work Trend Index established that 38 percent of Americans have already embraced a hybrid work schedule and an astonishing 53 percent of workers are considering transitioning to a hybrid work model within the next twelve months.

Simultaneously, transitioning to a contact center working model that prioritizes a multi-channel customer approach may be the key to aligning your employees’ skillsets with the right tasks, all while ensuring high customer satisfaction.

Unlocking the power of digital tools

It’s about working smarter, not harder. As opposed to call centers, contact centers use a diverse range of communication channels to engage with customers and deliver exceptional service. This is where customized digital tools come into play, adapting to your company’s specific needs and organically growing your business.

Ringover is a multi-channel communications solution with an advanced call enhancement and analytics system that enables businesses to support their dynamic teams working from anywhere in the world. Its Voice over Internet Protocol (VoIP) technology enables calls to be made and received over the Internet and ensures meaningful interactions are not limited to traditional landlines and outdated office work models.

In today’s omnichannel landscape, companies can boost customer satisfaction by managing the entire customer experience. While this may seem like a daunting task, advanced analytics empowers agents to comprehend, monitor, and cater to customer needs in a personalized manner during each interaction.

Embracing customer relationship management (CRM) technology enables businesses to break free from traditional tools and practices, fostering employee satisfaction while revolutionizing customer interactions. CRM technology goes beyond compiling and analyzing customer communications — it empowers agents to cultivate meaningful relationships with customers by showcasing their knowledge and expertise while resolving queries. By leveraging CRM technology, businesses can enhance employee satisfaction and equip agents with the tools they need to build lasting customer relationships, ultimately leading to improved customer experiences.

Customer satisfaction may have experienced a decline over time, but the path to a solution does not solely lie with focusing on the customer. Adopting technology solutions that genuinely ease the employee experience will translate into benefits for customers too. The connection between happy employees and happy customers is intrinsic, as contented employees are more likely to provide exceptional service and foster positive customer experiences. By prioritizing employee satisfaction through technology, businesses can create a ripple effect that ultimately translates into increased customer satisfaction.

 Renaud Charvet, CEO of Ringover