How Boosting the Performance of Your Contact Center Benefits Your Bottom Line
From our previous work with contact centers and IVRs, we have become convinced. That the secret to customer experience (CX) is not to create an environment where mistakes never happen. This is great to strive for but its an impossible standard to achieve. Instead, we want to foster an atmosphere where when those inevitable mistakes occur, they are resolved in such a way that the customer leaves the interaction more likely to buy from the company again.
Our goal is not to minimize damage from a service failure, but to leave customers feeling better than before they made the call (or engaged via chat, SMS, email, etc.). This is known as the “service recovery paradox” and is illustrated in the following graphic from a recent article by CustomerThermometer.