CUSTOMER EXPERIENCE--IT'S A HIGH STAKES GAME
Eight-ball (sometimes also called solids and stripes, spots and stripes on the other side of the big pond (in the UK) is a pool (pocket billiards) game popular in much of the world—and it’s one of the most competitive professional pool games. The game has numerous variations, including crazy eight, last pocket, rotation eight ball, 1 and 15 in the sides, and others.
For Contact Centers, the high-stakes game of Customer Experience is similar to 8-ball—only a hundred times more challenging. Every customer-issue call is an 8-ball that needs to be pocketed on the first try.
Contact Centers are possibly the world’s toughest work environment. Having to deal with frustrated callers, strict work schedules, budget-cutting management and high customer expectations don’t make it easier for them. There are too many line-of-business (LOB) applications to interact with and manage to effectively deal with customer data and interaction. This implies high training costs for agents as they have to learn to deal with multiple applications during their customer interaction. Undoubtedly, life as a front-line contact agent is not easy.