Customer Satisfaction in the Digital Workplace – a Misnomer if Ever There Was One
Customer satisfaction is achieved via the contact center, right? Maybe 30 years ago it was. Time for a change, maybe? Some pertinent points are made in an excellent article by Richard J. Snow, “Contact Centers Need Radical Change to Meet Expectations.” How does this apply to the digital workplace? I won’t get into the issues of cultural change, executive support, and end user adoption, but will just stick with technology.
Mr. Snow contends that big data and analytics will solve the problem of addressing omni-channel customer engagement. I somewhat both agree and disagree. Big data and analytics solutions are usually expensive, require skilled resources, and can be time consuming. If you have the money, then great. But what if you don’t?
How does this apply to the digital workplace? Anyone who interfaces with customers, through any channel, should have access to all the information required to resolve any issues. If they don’t have that access, the result is unhappy customers and frustrated customer support staff.
Now, we have two problems. The first is the inability to apply analytics to find out the who, what, and why of customers accessing specific channels. The second is the lack of access to relevant customer information by support staff.
We can’t determine your customer support strategy. But we can offer a solution for collecting unstructured data for analysis, and provide the ability to identify all information pertinent to customer interactions. Intelligent content in context is the output of all related information, by channel, and with redundant, old, and irrelevant information removed. Instead of executing multiple processes, or working with a very large data set, you can extract exactly what you need for analysis. It just may prove to be an eye-opener.
The ability to surface intelligent content in context is a key digital workplace component, resulting in accurate, relevant and validated information, made available rapidly to customer care professionals at the point of need. Using our technologies, all unstructured and semi-structured content is automatically classified to organizationally-aligned taxonomies. But the real difference is the unique ability to generate multi-term metadata that represents a concept, topic, or subject. No erroneous end user tagging. The result is the ability to rapidly find accurate, relevant, and precise content to keep customers happy. A digital workplace success. Keeping customers happy is what’s it’s all about, isn’t it?