The document discusses improving the customer experience in call centers. It emphasizes empowering employees to make decisions without escalation, providing context to call center stats to better measure performance, and having clear boundaries between customer departments. The overall message is that quality customer service over quantity leads to fewer customer complaints and less churn.

1. HOW ABOUT A
ANASTASIA VALENTINE
CHIEF MARKETING OFFICER
VERSATURE

2. LET'S DO SOME EXPERIMENTS!

3. MORE CALLS = MORE CONNECTIONS

4. WE SEE OUR CUSTOMERS
AS INVITED GUESTS TO A PARTY,
AND WE ARE THE HOSTS.
IT’S OUR JOB EVERY DAY TO MAKE
EVERY IMPORTANT ASPECT
OF THE CUSTOMER EXPERIENCE
A LITTLE BIT BETTER.
JEFF BEZOS
CEO, AMAZON

5. QUALITY OVER QUANTITY,
EVERY DAY,
EVERY TIME

6. SCRIPTS = CONSISTENCY + EFFICIENCY

7. NO ONE LIKES TO BE SCRIPTED.
ONE CONVERSATION DOES NOT FIT ALL.
BE HUMAN!

8. CALL CENTER STATS ALLOW US TO MEASURE
THE HEALTH OF THE ORGANIZATION

10. CALL STATS REQUIRE ADDITIONAL CONTEXT
WHEN MEASURING CALL CENTER PERFORMANCE
AND IT'S IMPACT ON BUSINESS

11. HAVING CLEAR BOUNDARIES BETWEEN
CUSTOMER DEPARTMENTS PROVIDES
A BETTER CUSTOMER EXPERIENCE

12. EMPOWERING YOUR EMPLOYEES
TO IMPROVE THE CUSTOMER EXPERIENCE,
MAKE DECISIONS WITHOUT ESCALATION,
OR SIMPLY DELIGHT THE CUSTOMER
HAS SO MANY FRINGE BENEFITS

13. ARE WILLING TO PAY MORE FOR A
GUARANTEED GOOD EXPERIENCE
STATS FROM THINKJAR ANNUAL CUSTOMER EXPERIENCE SURVEY

14. ARE FRUSTRATED WHEN THE AGENT
DOES NOT HAVE INFORMATION

15. CITE BAD EXPERIENCES AS REASON FOR CHURN

16. UNHAPPY CUSTOMERS COMPLAIN.
THE REST CHURN.

17. WHO ARE NON-COMPLAINERS SIMPLY LEAVE.

18. THE WAY PEOPLE COMMUNICATE
& GET INFORMATION
HAS CHANGED...
FOR GOOD.

20. WE NEED A