Elevating the Customer Experience Through Contact Center Solutions

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Even in a tumultuous year for commerce, one fact is undeniable: the ability to deliver a superior customer experience (CX) is essential to any business that wants to thrive – or even survive – in the new normal. And that means contact center solutions are more important to businesses – and the channel partners that provide them – than ever before.

The Numbers Are in: Customer Experience Is Still King

As 2020 progresses, customers are proving to be very discerning when it comes to awarding vendors and providers their loyalty and purchasing power – giving a greater advantage to brands that overtly value their customers’ patronage.

“Even in the midst of a global pandemic, there is one thing that’s for sure: people still want to be treated well,” stated marketing and digital transformation expert Daniel Newman in Forbes magazine. “This concept is at the core of customer experience – the simple idea of people wanting to feel seen, known, and appreciated by the companies they’re buying from.”

A global survey by digital services company Acquia found a huge disparity between how customers rate the service they receive and how the companies providing those services rate their own offerings. For example, only a scant 10% of surveyed consumers said that most brands strongly met expectations for a good experience. Yet 82% of the marketers in the survey were convinced their brands met such expectations.


How Contact Center Solutions Elevate CX and Benefit the Bottom Line

There are concrete revenues to be gained by improving CX. The Temkin Group claims that companies with $1 billion annual revenue can expect to earn, on average, an additional $700 million within three years by enhancing customer service. This is especially true for SaaS companies that can expect revenues to grow by $1 billion in the same time frame through enhanced customer service. The message is simple: improving the customer experience directly improves the bottom line.

One of the ways organizations can elevate their customer engagement is through effective contact center solutions, which provide essential tools such as:

  • Sophisticated call routing
  • Omni-channel communications that incorporate media channels, including text, video, and web chat
  • Call analytics, reporting, and call recordings
  • Broadcast capabilities
  • Efficient IVR systems

These capabilities allow agents to better address customer service issues to reach quicker resolutions. Enhanced service creates rich, satisfying engagement experiences that place a premium on the customer’s time and help agents improve their productivity. 

A slew of industry research confirms that customers are willing to give their business to organizations that treat them better. A study by CX consulting firm Walker reported that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. According to research from PWC, 86% of respondents said they’d choose a vendor that offers a better customer experience even if the product or service costs more money. Similarly, 32% of customers will walk away from a brand they love after a single bad experience. It’s enough to send a chill down the back of any business owner’s suit.

“Customers – especially those who have experienced loss of income – won’t be willing to deal with less than stellar CX when spending their money,” Newman concluded. For managed service providers, it’s imperative to deliver these enhanced contact center services to business customers if they are to succeed and grow in this exceedingly competitive marketplace.


How Channel Partners Can Capitalize on the Contact Center Opportunity

All told, the evidence is overwhelming: customer experience is a compulsory element of business success, which presents a major opportunity for channel partners. The average customer is smarter, savvier, and far better technologically oriented than previous generations. Which means businesses need sophisticated contact center solutions that can help satisfy the needs of this changing customer base. The channel partner that can provide these solutions can position themselves as a one-stop-shop for their customers’ needs – a role that can lead to considerable growth and added revenue now and in the future.

To learn more about how to equip customers with the solutions they need to elevate their customer experiences, download our exclusive Frost & Sullivan white paper. In it, we cover how to identify a customer with a pressing need for a contact center solution and how CoreNexa™ Contact Center can help improve agent effectiveness, increase first call resolution, and drive both customer experience and revenue for businesses.


Get the Facts on Contact Center Solutions — Download the White Paper