Call Centers Are Out Experience Centers Are In

In the age of experience centers, call agents have to walk the extra mile to provide emotional
support to customers and forge long-lasting relationships. It is important to leverage the power of real-time business intelligence to provide a holistic customer experience at multiple touchpoints. Organizations need to consider the following aspects to deliver an exceptional customer journey:

• Change the perception of customer calls to make it a pleasurable process
• Enable more personal relationships to foster positive experiences
• Understanding customers’ background
• Overcoming personal biases
• Enforce a multi-level caring approach and maintain communication through multiple channels
• Train support representatives to provide expert advice and speedy resolution