Tom’s Message – July 2016
Michael Phelps earned the opportunity to defend his records in Rio in the 2016 US Olympic Trials earlier this month. The tenacity and perseverance I saw during the broadcast reminded me of the character I see in customers grappling with preparing their contact centers to handle digital channels.
Watching the swimmers by the pool, I’m also reminded that they don’t do it alone. Their coaches are there every step of the way. And you don’t have to go it alone, either.
You’ve got a challenge. Nowadays, customer journeys are more likely to begin on a digital channel than on the phone, and likely to transition among channels. And your customers expect the same level of service regardless.
Delivering an omnichannel customer experience isn’t easy, but like many challenges, it’s achievable when you break it down into key milestones and take advice from experts. Deutsche Telekom describes their partnership with us in this way. First, they partnered with us to unify independent routing platforms into one single platform. Now, we’re working together to unify their digital platforms into a single platform. The results are already impressive—20% reduction in handling time and 40% improvement in customer satisfaction.
Deutsche Telekom trusted us to coach them through the challenge. It paid off for them, enabling one consistent experience for their customers. We’ve built our business and reputation on helping customers to break complexity into manageable pieces and coaching them to measurable success.
I’m going to find time to watch the Olympic broadcasts this summer, and I’ll be reminded again of the trust you exhibit by letting us coach you in developing your omnichannel CX strategy. Thank you for that—and I look forward to the partnership continuing.
For more information about the Deutsche Telekom experience, take a look at our video. For some tips from an industry expert, see our eBook by Sheila McGee Smith, Five Tips for Mastering Digital Customer Service in 2016.
President at Genesys