Gartner states that CX drives over two-thirds of customer loyalty, more than brand and price combined. KPMG’s 2020 US Customer Experience Excellence Report examined 11,000 customers and delivered insight into the customer service landscape and the importance of keeping and nurturing customer relationships. At the core of these relationships is the “commercial cadence”, the rhythm of how customers and businesses interact. Companies that were able to maintain a cadence performed better than those that didn’t.
The Great Resignation taxed many organizations but Customer Service and Contact Centers were hit the hardest. Today’s communications must address quad-generational workers and clients –Gen Z, Millennials, Gen Y, and Baby Boomers. 80% of engagements today are initiated by chat, email, or social. Therefore, omnichannel is critical to optimizing communication and client experience, and knowing what channels are most effective is equally essential.
ARG can help you optimize your customer-facing team and gain valuable insights into your business by leveraging Robotic Process Automation (RPA), AI, labor augmentation, and machine learning for self-service applications. Deploying these solutions frees up staff for more complex responsibilities, enables a relationship focus, and can even predict the next steps to assist with workflows. We can help you explore workforce management and quality management to help you with scheduling, KPI management, and coaching. These solutions are also more affordable than ever and increase revenue in many cases.
