The words of wisdom written by famous artists and scientists truly transcend time and place. They can be a catalyst for inspiring successful contact center best practices. With today’s cloud-based contact center technology, there are many ways to build meaningful relationships with customers. Both the “art” of cultivating the one to- one relationship with customers and the “science” of leveraging the technology to your advantage are the keys to achieving success.

2. Principle 1:
Build on a Customer Experience Platform with No Boundaries
Jean-Jacques Rousseau, philosopher, writer, and composer (1712-1778)
Organizations that are looking to upgrade their
customer experience platform can learn from Jacques
Rousseau’s philosophy that the “imagination is
boundless” by planning up front for contact center
technology that will meet current and future needs.
The result will not only ensure investment protection,
but also help to maintain a competitive edge with
superior customer engagement strategies.
Business agility along with a lower total cost of
ownership are the primary reasons that organizations
of all sizes are moving to the cloud for their contact
center infrastructure. According to Frost & Sullivan
research, shifting from premise-based to cloud-based
contact center solutions for a 250-agent setup can net
a company 51% savings over a 3-year period2. A
hosted contact center environment typically provides
the flexibility required to meet current and future
needs.
“The world of reality has its limits; the world of imagination is boundless.”

3. Principle 2:
Respond to the New Channel Requirements
“It is not the strongest of the species that survive, nor the most intelligent, but
the one most responsive to change.”
Charles Darwin, scientist (1809 - 1882)
Organizations can no longer dictate how to interact with their
customers and prospects due to the vast proliferation of
mobile devices, emergence of messaging, and general
expectations of “always on” access. Contact centers must
adopt the latest technology in order to survive and thrive.
This is not a new concept; Charles Darwin documented this
theory in the publication titled Origin of Species where
survival is the result of evolutional adaptation through
natural selection.
A multi-channel strategy in the contact center not only offers
customers many communication choices, such as agent, social
media, chat, SMS message, voice automation and others, but
organizations must provide a seamless customer experience
between these channels. Data collection with cross channel
intelligence illuminates insights into customers’ needs and
preferences. Backend processes must align to support the
desired customer experience outcome.

4. Principle 3:
Understand Customer Preferences and Be Proactive
“Small opportunities are often the beginning of great enterprises.”
Demosthenes, Greek statesman and orator (384–322 BC)
Applying Demosthenes’ principle of capitalizing on “small
opportunities” to the modern enterprise means leveraging
contact center technology and its data collection to provide
personalized customer interactions. This will build customer
loyalty and provide a greater probability for repeat business and
word of mouth referrals for new business.
Examples of “small opportunities” are when retailers offer a loyal
shopper a birthday discount, an automated system remembers a
customer’s preference to speak Spanish, bank Remembering
preferences and anticipating needs by leveraging data from past
interactions makes customers feel special and can make the
interaction pleasant even for simple tasks. Being able to identify
these opportunities either though internal knowledge, external
data collected, or both, can lead to smarter selling and support
strategies. For example, when customers are identified as a new
mover via their ANI, they can be routed to agents that specialize
in products or services that would help with their move.

5. “I shut my eyes in order to see.”
Paul Gauguin, artist (1848 –1903)
Principle 4:
Leverage the Skills, Knowledge & Imagination from
Experienced Contact Center and Speech Designers
Just as Gauguin’s bold and colorful paintings
significantly influenced modern art, enterprises
should partner with leading system and network
specialists, voice user interface designers and
speech scientists for their insight. All of these
experts possess the skills, knowledge, and
imagination to fulfill a corporate vision of
delivering superior customer experiences.
Typically, this type of expertise can be found at
organizations that offer cloud-based contact
center services. It is important for organizations
that are evaluating different solutions and
vendors to consider this factor.

6. Principle 5:
Monitor & Measure Customer Experience to Ensure Success
“Measure what can be measured, and make measureable what cannot be measured.”
Galileo Galilei, physicist, mathematician, astronomer, and philosopher (1564 - 1642)
It is not always easy to measure customer experience or
customer sentiment because it is more subjective in
nature. However, in order to improve a customer
engagement strategy, feedback metrics are critical to
success as Galileo stated. Just as Galileo’s discoveries
played a major role in the Scientific Revolution, listening
to the voice of the customer provides an important step
to the evolution of loyalty.
One approach to obtaining customer feedback is with
voice recording that captures interactions within and
between channels as a single entity. This provides
“moments of truth” as an automated dialog interacts
with a caller and when that caller is transferred to an
agent.

7. The words of wisdom written by famous artists
and scientists truly transcend time and
place. They can be a catalyst for inspiring
successful contact center best practices. As
noted, there is a strong correlation between
customer experience excellence, loyalty and
the bottom line. With today’s cloud-based
contact center technology, there are many
ways to build meaningful relationships with
customers. Both the “art” of cultivating the
one to- one relationship with customers and
the “science” of leveraging the technology to
your advantage are the keys to achieving
success.
Conclusion
Download the White paper – The Arts & Science
of Delivering Exceptional Customer Experiences

8. VoltDelta is a global cloud-based contact center provider with
35 years of experience. We perform intelligent, data driven
contact management to optimize your customer’s journey.
VoltDelta rapidly tailors and integrates our multi-channel
contact center solutions to enable you to increase revenue,
boost retention and reduce operating costs with proven
scalability and reliability.
Our inbound and outbound offerings support virtual and
geographically distributed contact centers and remote agents
within a highly secure and compliant environment. VoltDelta’s
service guarantee is backed by contact center and carrier
experts who are dedicated to your success.
About VoltDelta
Contact Us
www.VoltDelta.com
info@VoltDelta.com
Phone: 866-436-1169
linkedin.com/company/VoltDelta
twitter.com/VoltDeltaNews
youtube/VoltDeltachannel
Demand Gen Report has
recognized The Art &
Science of Delivering
Exceptional Customer
Experiences and its
associated campaign with a
2014 Killer Content Award.
This Cloud Contact Center
educational effort was
selected as the winner in the
Best Social Amplification
category.