A returning guest from season one of Voices of CX, Joseph Pine II, or Joe Pine, is an internationally acclaimed author, speaker and management advisor to fortune 500 companies and entrepreneurial startups alike. He is cofounder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings.
In a short period of time, COVID-19 has overwhelmed lives and livelihoods around the globe. For vulnerable individuals and the customer teams that serve them, it has also forced a rethinking of what customer care means. Suddenly, examinations of customer journeys and satisfaction metrics to inform what customers want have given way to an acute urgency to address what they need.
Despite CX personalisation being a priority at 93% of contact centres, a staggering 95% of them are yet to use intelligent routing to personalise customer interactions. Intelligent routing matches incoming calls with the perfect agent, who is best suited in terms of personality, skills, knowledge set, and availability to quickly and effectively address the caller’s query.
Today, in the digital age, improving employee engagement is easier than ever before. There are a number of employee engagement tools and platforms that you can implement to keep tabs on your workforce.