How important are your consumers’ feelings? While you may not give it much thought - your job is their satisfaction, after all - it is actually very important to the job you do.
Research has found that when it comes to call center customer experience, emotion plays a big role. While a consumer may forget the words that were said to them or the exact interaction they had with an agent or a brand, they are unlikely to ever forget how that interaction made them feel. Most of our buying decisions are impacted by this exact formula - feelings over everything else.
If you’re looking for ways to improve the call center customer experience you’re offering to your callers and clients, the best way to start is to find out how you're making them feel. If the answer isn’t overwhelmingly positive, it’s time to reevaluate your priorities and readjust your strategies. Nothing makes for success like happy customers, after all!
Here, we’ll talk about some of the factors that influence the emotions of your consumers - and how to impact them positively to create a better call center customer experience.