Recently I was speaking to a CX consultant and ask her “why is there a disconnect between what call center agents do and the customer experience initiatives?” She stated that she runs into this quite frequently in her practice.
When I reach out to CX professionals to introduce them to our call center simulator, once they hear it is used for contact center agents to improve performance they immediately refer me off to someone else.
In an old blog post from Customer Think points out that good customer service is a branding and customer loyalty issue. That was 5 years ago! But I still run into organizations that seem to separate these functions within their organization
In a blog post by Ameyo.com a multi-channel call center, they define the difference between the customer experience vs. customer service and define customer service as re-active. Is it really?
Even if that’s the case, customers only call in when something is wrong or they need help, the contact center could either be the place for your single point of failure — losing customers or done well, can build loyalty and delight.
I’d be curious to hear from my readers if you feel you have a wall between the CX function and the contact center — or how you’ve broken this barrier.