While some are hanging stockings and singing carols, Genesys agents know that the festive season brings unique opportunities for Customer Interaction (CI) success. It's time to gear up for a bustling holiday season, setting the stage for a smooth transition into 2024. Let's dive into our top tips for ensuring your customers' success in the New Year's Voice of Customer (VOC) efforts.
Decking the Halls: Before you dive into the festivities, set yourself up for success by examining your Customer Journey. Review touchpoints, and give them a fresh coat of paint.
Analyze your customers' end-user CX journey.
When and why are customers contacting your agents?
How do they reach out?
Are you ready for increased call volumes?
Consider automation to manage calls during agent holiday leave.
Review the Elves:
Your customers' agents are the frontline warriors in maintaining strong NPS (Net Promoter Score) scores. Dive into NPS and Call Resolution data by time of day, location, and topics.
Gain insights into areas of concern.
Enhance ratings by addressing agent issues such as exhaustion, training, or product knowledge.
Identify agents as first-call defenders or niche topic owners for improved NPS scores.
Add AI to Your “Nice List”:
Now is the perfect time to embrace the power of AI and elevate your VOC Analytics. Our Eyerys Voice-to-Text Sentiment Analytics can save hundreds of hours and uncover customer sentiments, fueling innovation in various aspects of your business.
Explore AI-driven VOC Analytics for efficiency.
Understand customer sentiments and drive innovation.
Improve self-support services and customer communication.
Raise Your Voices: The quality of your VOC surveys matters. Ensure customers have a voice by:
Keeping surveys short and sweet.
Using user-friendly language.
Simplifying survey scales for easy understanding.
Set Your Foundations: Like building a gingerbread house, your KPIs and metrics need a solid foundation.
Ensure your metrics align with customer goals.
Adapt to new products or services.
Compare KPIs over time for an overall performance assessment.
Following these simple yet effective tips will align and refine your goals for the coming year. If you need further assistance or have any concerns about holiday preparations, don't hesitate to reach out to us. We've been helping Genesys and Avaya-based customers make the most of their festive seasons for the past 15 years.
Download This Guide:
We've created a short version for you to download and use as a step-by-step guide! Get yours now by clicking here!