WEB SELF-SERVICE EXCELLENCE DEMANDS RAPID ENGAGEMENT OF CONSUMERS.
Web self-service is a critical component to any organization. As a customer service channel, you need to focus on ensuring that your customers are finding the information they need in an efficient manner
Your customers’ satisfaction is determined by how well your performance lives up to their expectations. The world’s greatest organizations are constantly and literally establishing expectations that they then exceed every chance they get.
What do we mean by IVR being the coolest channel?Let’s first take a look at the hottest interaction channel: face-to-face. This is the hottest because you have more inputs. You’re allowed to see the person and understand what’s going on with body language, facial expressions, tone of voice, eye contact. IVR, on the other hand, is a cool, impersonal channel.
The Golden KPIs: First Call Resolution and Agent Retention are the two golden KPI’s since they simultaneously reduce operating costs and improve CSAT, loyalty, advocacy and revenues. There are many ways to positively affect agent retention, and we can discuss those in more detail later, but there are a few simple things that you can do immediately to improve the perception of first call resolution with your customers.
In this video, Mark Miller of JD Power speaks with Guardian Insurance
In 2010, The Guardian Retirement Solutions was looking for a way to get better and be recognized for delivering outstanding customer service from their customer care organization. After looking at multiple options, The Guardian Retirement Solutions chose to work with JD Power, and have been certified in their live phone channel since 2011.
To remain competitive and meet its own financial goals Guardian has sought new ways to distinguish themselves in the marketplace, encourage high employee retention and productivity, and inspire strong customer loyalty through excellent service.
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In this session, JD Power shares data and insights that point to big changes in what customers want, and what it takes to meet those expectations across self-service and assisted channels. JD Power will share cross-industry data from over 1,000 companies, plus delve into what verified top performers are doing to drive higher satisfaction at lower total operating cost even as consumer preferences, your workforce, and your competitive environment changes. Attendees will walk away with specific strategies, tactics and benchmarks to help your organization succeed now and in the future.
We know many of your clients are experiencing high call volumes as a result of the ongoing COVID-19 situation. In order to provide them with some helpful information during this time, we have developed a listicle outlining “7 Customer Service Principles of Success.” This document serves as a quick list of steps customer care organizations can implement now to maintain/improve relationships with customers and alleviate customer stress and communicate options during potentially long hold times.
In this two part series, JD Power experts from the Travel, Hospitality and Customer Care industries discuss tactics for meeting the challenge of maintaining customer satisfaction in a crisis
Topics covered include:
Why Customer Satisfaction is more important than ever in a crisis situation
How high performing companies focus on what matters most to customers
How to scale back operations while minimizing the impact on customer satisfaction
Specific steps to take to effectively manage extended wait times and restricted assisted service function availability
Steps to take now to accelerate the road to recovery and put your company in a superior position to win back customers
In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction.
In Episode 10, Rebecca Dillavou from Bank of America Merrill Lynch returns to talk about their employee retention best practices.
In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved contact center certification to discuss what these top performers are doing to achieve high performance and distinction.
In Episode 9, Pat Wessel from MetLife joins Mark once again to speak about best practices around employee engagement.
In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction.
In Episode 8, Mark welcomes back Brandon Lee Smith of UnitedHealth Group to discuss the importance of transparency across the organization and how it can help build employee trust.
