In the Contact Center, the Best Service is Quick Service

We all want to make our customers happy. That’s the job, isn’t it? And a happy customer is a loyal customer, right?

Here’s the thing, though: Happiness is contextual. If you’re on your honeymoon, it might mean being waited on hand-and-foot by servers who always remember your name and your favorite drink. But if you’re trying to check out in a grocery store line? It probably means getting through the experience as quickly and painlessly as possible.

For most organizations, the vast majority of ideal customer interactions look a lot more like the latter than the former. That’s the problem with the mandate we all still hear at every customer experience (CX) conference and webinar series about the need to “delight customers.” It romanticizes our role, often at the expense of the customer.

That brings us to the final topic in our mini-series on contact center must-haves: Why creating an effortless experience — not ceaselessly trying to “wow” your customers — is the key to driving loyalty and customer lifetime value (CLV).

Tune in to more videos on CX in the call center:
The Impact of Great First Impressions in the Call Center -    • The Impact of Great First Impressions...  

Maximizing Call Center Agent Efficiency via CCaaS Technology -    • Maximizing Call Center Agent Efficien...  

Understanding Your Call Center Customers Through AI -    • Understanding Your Call Center Custom...  

Learn more about CxEngage - The Human-centric Contact Center - https://www.lifesize.com/cxengage​​