The Customer Experience Blind Spot

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May 4, 2017

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Customer experience has never been more important.

Surveys show that a single bad experience will lead more than 50% of customers to switch to a competing brand.

Companies know this and are using their contact center quality as a differentiator and a way to beat the competition. 

But too many contact center quality and workforce optimization (WFO) implementations continue to have a major blind spot: your employees’ mobile devices.

Why are mobiles out of scope?

Leaving mobile devices out of our customer experience processes is a glaring omission. Except where mobile devices are prohibited, mobile device penetration in the modern workplace is effectively 100% for most roles that are customer facing.

Yet in many cases the call recording, monitoring and analytics tools encompass only the landline communications between your contact center agents and customers. This limitation leaves out:

  • Communications between the customers and your on-call specialists on mobile phones for escalated resolution.
  • Calls between customers and your field-service technicians on mobile phones.

Both of these interactions with customers are critical to experience quality because they are most likely dealing with problems or activating new services or initiating a customer delivery. The outcomes of those activities will have a massive influence over how customers view your company and their experience with it.

Mobile Quality Assurance

Eliminating the mobile blind spot is a chief value of the Kinetic Communications Platform from Tango Networks.

The platform’s Customer Engagement Mobility solution extends the quality assurance process to your employees’ mobile devices. You can use the exact same central recording, monitoring and analytics products that manage quality assurance with your contact center agents’ landline phones.

The solution even works with personal devices that your agents or specialists might use as part of a Bring Your Own Device (BYOD) program.

Now your customer service quality improvements can encompass mobile devices used by your remote employees and those in the field. 

In effect, the platform turns your employees’ mobile devices into extensions of your corporate communications systems, just like the desk phone landline extensions. That means calls from the mobile devices will carry your corporate identity and customer care numbers.

Standard business calling features like transferring and conferencing can be activated on the mobile device.

And for your WFO and contact center quality assurance, you can enforce policies, monitor and analyze calls to employee mobile devices just like they were the landline phones.

These and many other capabilities make the Kinetic platform the solution of choice for ending the contact center blind spot and improving your customer experience quality programs.

Contact us for a personal demonstration of the Kinetic Platform. 

Tagged : customer experience, mobile, customer journey, mobile customer engagement

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