TTEC
APAC Blog

Most customer experience leaders say they have active voice of the customer (VOC) programs in place. They track NPS, ask customers to complete post-interaction surveys, and employ speech analytics. But too often they are not really listening.
 

Does your business need a call centre or a contact centre? Although these terms are often used interchangeably, there are key differences between these common business communication models. Understanding the difference between a call centre and contact centre, and how they apply to your business needs, is a critical first step to building an efficient, differentiated customer experience that drives loyalty and customer satisfaction.

Customer loyalty programs are at their core tactical mechanisms for altering the behaviours of specific customers. The behaviours you most want, however, might be quite different, depending on your business model and competitive situation. If you can’t now identify your customers across channels or stores or business units, a loyalty program can help you do that.

The at-home environment has put digital, convenience and proactive service into hyper-drive. This applies to sales as well as customer service. Inside sales associates are turning to new ways to meet and beat sales targets.

In times of crisis -- like right now -- people are naturally anxious. They are unsure of what will happen next. They have questions. They need answers. And in many cases, they are looking to connect with other people to share their experiences, emotions, and find someone who will listen. It’s a way to gain reassurance that we’re all in this together.

You may have heard the phrase, “customer centricity is a journey, not a destination.” A good a customer experience (CX) program is never complete. It should be continuously refined and improved upon based on factors such as the changing needs of customers, business, and the economic and technology landscape.

Capturing customers’ expectations, aversions, and preferences—i.e. listening to the voice of the customer (VOC)—is table stakes for most organisations today. It has proven to help organisations retain customers, build better products, deliver better services, and systematically understand customer experience to drive meaningful change.