Customer Experience & Branding In The Call Center

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This is a customer experience model for the call or contact center. It aligns customer experience with metrics and management, so that your organization can pro-actively manage customer experience.

This is a customer experience model for the call or contact center. It aligns customer experience with metrics and management, so that your organization can pro-actively manage customer experience.

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  • 1. Brand Promise & Customer Experience in the Call Center © 2008 by
  • 2. The Brand Promise… and Brand Experience Does Brand Experience… – Fulfill the Brand Promise? – Prove the Brand Promise to be a lie? Call centers are a focal point Part style Mostly Customer Experience Brand Promise and Customer Experience 2 © 2008 by in the Call Center
  • 3. Customer Experience Customer Experience Do I have to wait in a long line, short line or no line? Do they get me what I need when I ask for it? Do they know what they are doing? Confirming Research Do they care about me? •2007 Telephone Research •2008 Biometric Research Brand Promise and Customer Experience 3 © 2008 by in the Call Center
  • 4. Customer Experience Model Call Center Performance Customer Experience Do I have to wait in a long line, Service Level short line or no line? Do they get me what I need Once & Done Contacts when I ask for it? Competence & Knowledge & Confidence Do they know what they are doing? Tone & Attitude Do they care about me? Brand Promise and Customer Experience 4 © 2008 by in the Call Center