Why do contact centers so frequently subject customers to long wait times, repetitive questions and frequent transfers? Why can't they deliver what their customers want?
The answer is simple - they do not know what their customers want right now, let alone what they will want the future. They lack insight into customer intent.
With rising customer expectations and emerging digital channels only exacerbating this challenge, it is time to take action. It is time to implement better strategies for capturing, analyzing and using customer intent throughout the experience journey.
This report will empower the necessary action, in turn yielding unparalleled customer centricity:
• Definition of customer intent, and how it relates to channel preference
• 3 steps for better understanding customer behavior, sentiment and expectations
• 6 ways insight about customer intent fuels a better CX
• Tips for tailoring journey maps and proactive engagement to customer intent
• Tips for increasing customer lifetime value
Download PDF Attachment