Customer experience is a complicated matter. When we measure it, various difficulties arise – some of which are subjective, others objective. It is difficult to balance these impressions. That’s why it’s important to focus on providing the best possible customer experience across all channels, all media and at every point of interaction. Customer experience is also a never-ending challenge – some aspects are subject to constant variation and are determined by competition and rising expectations.

As many companies rely on call centres and contact centres as the first point of contact for interacting with customers, they are critical to the overall customer experience. Companies need to constantly look at what happens in the call centre and learn from subjective and objective reports in terms of customer experience.

Capturing information is only part of the problem. Companies must learn to adapt to incorporate lessons learned and best practices to ensure their call centre continues to evolve and deliver outstanding results. They must never stand still.

However, this is complicated due to the monolithic structure of call centres. Hard coding and technical products are required to modify such call centre systems so that the call centre or contact centre staff can pay the necessary attention to the respective needs of the customers so that the next steps can be determined. Even then, it can take months to implement the necessary steps and modifications.

And yet every company is different. The requirements of call centres are different; they need solutions that are tailored to their specific needs. There is no one-size-fits-all solution. That’s why companies need call centres with inherent high flexibility so that the experience can be optimally adapted to the company and customer.

jtel’s call centre and contact centre software allows companies to deploy solutions that are tailored to their needs. It provides a user-friendly GUI environment that allows them to customise call flows to meet their exact needs and deliver a better experience. It also allows them to respond quickly to feedback and changing circumstances, enabling them to adapt their solutions to growing demands. This means that ongoing experience optimisation for customers, based on subjective and objective reports, is possible.

In today’s fast-moving competitive environment, customer service is a key factor in differentiating your company from the competition and ensuring your competitive strength. Customers expect more and react quickly to external influences. This means that their perception of the customer experience will change. Companies must be able to react to this. Find out how you can offer your customers the best experience at all times with jtel. We take care of the smallest details so that our customers make a big impact. Visit us at Call Centre World and find out more: Hall 2.1, Stand A6.