Excerpt from the ACT white paper titled, “Optimizing Call Center Operations in the Age of Rapid Change and Digital Disruption.”
The proprietary Total Experience Formula™ is a holistic approach to customer care by orchestrating Employee Experience (EX), Multichannel Experience (MX), User Experience (UX), and Digital Experience (DX), thus ensuring a holistic approach that caters to the complete spectrum of customer interactions. Multichannel, User and Digital Experiences refer to the seamlessness of experiences for customers as they bounce between channels, the way channels integrate, the backend infrastructure that controls and shares data, the cross-silo visibility of data, and the uniformity of channel experiences as it relates to brand reputation. The Total Experience Formula™ offers the only true 360-degree view of the customer experience by exploring every controllable input that could negatively or positively impact your customer’s brand experience, loyalty and retention.
• Leveraging AI and Machine Learning Technologies. The Total Experience Formula (the Formula) recognizes the role of AI and machine learning in enhancing automation capabilities. By understanding customer preferences and predicting needs, the Formula ensures that automated processes align with the evolving expectations of customers in the design of the customer journey, making interactions more intuitive and responsive.
• Providing Seamless Handoffs. The Formula emphasizes the need for intelligent routing systems to ensure smooth transitions between automated systems and human agents. This ensures that the customer’s journey remains uninterrupted, with the handoffs occurring at the right moment and with all the relevant customer information providing the necessary expertise.
• Empowering Agents by Eliminating Friction. Human agents, considered a vital component of the Formula, are equipped with tools and technology in such a way that eliminates friction. By analyzing over 240 employee touch points that directly impact the customer experience, the Formula integrates Customer Experience (CX) and Employee Experience (EX) to empower agents, providing a holistic view of customer interactions and enabling them to deliver informed and personalized assistance.
• Continuous Monitoring and Improvement. ACT instills a culture of continuous improvement by monitoring the performance of both automated systems and human agents. Customer feedback and analytics, within the Formula framework, guide adjustments to ensure a dynamic and customer centric contact center environment.
• Personalization and Contextualization. The Formula goes beyond mere personalization by ensuring that every customer interaction is contextualized. It aligns Multichannel Experience (MX) and User Experience (UX) to maintain context across channels, providing a unified and personalized customer journey.
• Humanizing Automated Interactions. Within the Total Experience Formula, automated responses are designed to emulate human-like communication elements. Natural language processing ensures that automated systems understand and respond to customer queries in a conversational manner, contributing to a more relatable and engaging customer experience.
• Strategic Training and Development. Investing in the continuous training and development of human agents is a cornerstone of the Formula. It aligns Employee Experience (EX) with CX, ensuring that agents are equipped to handle complex and emotionally charged issues, fostering a harmonious blend of technology and human touchpoints.
• Flexibility and Scalability. The Formula advocates for flexibility and scalability, recognizing the need for contact centers to adapt to changing customer needs and business requirements. This ensures that both automation and human intervention remain effective and responsive in an ever-evolving landscape.
• Compliance and Security Measures. In the Formula, compliance and security measures are integral to automated processes, aligning with industry regulations and ethical standards. This safeguards customer data and ensures that automation contributes to a secure and reliable customer experience.
• Customer Feedback Loop. The Formula establishes a robust customer feedback loop, gathering insights from customers about their experiences with both automated and human interactions. This feedback is actively sought and incorporated into decision-making processes to refine and optimize the automation-human balance.
Download the entire white paper at https://www.acttoday.com/reports/optimizing-call-center-operations/
ABOUT ACT: ACT was founded 27 years ago on a winning formula – that the best solutions integrate Employee Experience (EX) + Customer Experience (CX) + User Experience (UX) + Digital Experience (DX) + Multi-experience (MX) for an outstanding Total Experience (TX) overall. We call it the Total Experience Formula™. Today, many of the world’s leading brands and Fortune 50 trust ACT to be an extension of their business to unlock their ability to respond quickly to rapidly changing competitive, business and compliance environments, to anticipate and scale for future needs, to outmaneuver their competition, to lower operating costs, to improve efficiencies, to drive revenue and increase customer engagement.
As a 100% employee-owned company, we have placed Employee Experience at the center of our business strategy because we know that engaged employees ensure the best customer outcomes. As shareholders in the business, our Employee Owners have a personal interest in delivering value to our clients, and their motivations are uniquely aligned to our clients’ success. When clients first come to us, we consistently find it to be an opportunity to transform their CX design and outcomes with a Total Experience approach, starting at the Employee Experience level.
ACT offers the operational expertise, technologies and best practices that you expect from a world-class BPO, combined with the innovative solutions, flexibility and individual
