As contact centers grapple with the challenges of maintaining an exceptional customer experience while keeping costs down, one solution is focusing on finding the right balance between technology and touch. Technology can streamline many processes and enable more efficient use of resources, but it’s important to ensure that customers are still receiving personalized interactions from knowledgeable staff.
Tracey Sloan, Vice President, Innovative Solutions and Support at Working Solutions, shares her experiences blending high-tech support with high-touch care to personalize customer experiences.
More Humanized Help
As we dive deeper into the ocean of technology, it’s easy to forget about the human touch. However, in the world of contact center services, it’s crucial to navigate both the high-tech and high-touch waters to ensure personalized customer experiences. I learned this lesson firsthand as the head of Ford Motor Company’s global helpdesk, nestled in a beige-on-beige basement with a troupe of tech-savvy computer scientists who were a bit lacking in customer service skills.
With a background in economics, sociology and psychology, I was brought in to inject some much-needed humanity into the high-tech world of helpdesk work. From restarting printers on the other side of the world to untangling confusing email chains, I thought I had seen it all. But then came the request from an admin who had mistakenly sent a bank envelope full of cash through interoffice mail. When I suggested the mailroom as a solution, she seemed less than impressed. Perhaps my answer was too human. But despite these occasional hiccups, I’ve always strived to provide top-notch problem-solving for every caller.
All in Proper Balance
These days, technology has evolved light years beyond what we could have ever imagined. But when it comes down to it, the key to creating an unforgettable customer experience still boils down to one simple principle: empathy. It doesn’t matter how fancy your technology is — what truly sets a business apart is its ability to provide thoughtful and caring solutions that truly resonate with customers. It’s all about achieving that perfect balance between high tech and high touch.
As an example, I’ll tell you about Beth, a travel agent extraordinaire with a serious knack for navigating Sabre, Worldspan, and Apollo reservation systems. One evening, right before her shift ended, Beth received a frantic call from a harried traveler on the brink of missing his connection due to a pesky flight delay. Fear not, for Beth sprang into action and booked a new flight through a code-sharing foreign airline. However, she knew all too well that changing reservations can be a rocky road when different systems are involved. Undeterred, Beth worked tirelessly to get the traveler checked in, even though her shift had technically ended. She picked up the phone and called the connecting airline, only to find that no one there could confirm the flight change. But Beth is not one to back down from a challenge. She conference-called both the customer and the airline and expertly ironed out all the kinks. In the end, the traveler made it safely to his destination, and Beth went to bed that night knowing that she had triumphed over even the most complicated of reservation systems.
Doing Right by Customers
To succeed in managing customer expectations across different reservation systems takes a special blend of technical knowledge and impeccable customer service skills. These two seemingly opposite forces must unite in a harmonious balance, like yin and yang, to create a flawless experience. When high tech and high touch come together, you get the best of both worlds – streamlined efficiency and tailored personal interactions. It’s a delicate dance that requires constant attention to ensure it stays in perfect synchronization. But when executed properly, the results are nothing short of impressive.
How can Outsourcing Help Balancing Tech and Touch?
Customer service outsourcing can help to balance tech and touch in contact centers by providing a combination of human interaction and technology-driven solutions that improve the overall customer experience. Here are 5 ways how a trusted outsourcing partner can help you balance tech and touch.
Focus on Your Core Competencies
Outsourcing your customer service operations to a third-party vendor allows you to focus on your core competencies. It frees up your internal resources to work on more strategic projects, while the vendor specializes in customer service. The outsourced vendor will use their expertise in technology and human touch to provide the best possible customer experience. This way, you can achieve a perfect balance between tech and touch.
Access to the Latest Technology and Infrastructure
Outsourcing your customer service operations to a vendor will give you access to the latest technology and infrastructure. You will not have to worry about investing in expensive technology, training, or infrastructure to deliver a seamless customer experience. The vendor will provide you with the necessary technology, which will be upgraded regularly to meet the ever-changing needs of your customers.
Better Scalability and Flexibility
Outsourcing your customer service operations gives you the flexibility to scale up or down based on your business needs. You can easily add more agents during peak season and reduce them during off-peak season, without worrying about the overhead costs. This way, you can achieve a perfect balance between tech and touch, as well as cost optimization.
Improved Customer Satisfaction
Outsourcing your customer service operations can significantly improve customer satisfaction. The vendor will provide you with a team of trained professionals who will handle customer queries promptly and efficiently. They will use a combination of technology and human touch to create a personalized experience, which will help in building long-lasting customer relationships.
Outsourcing your customer service operations can help you reduce your operating costs. You do not have to invest in expensive technology, infrastructure, or training. Additionally, you only pay for the services you use, which means you get high-quality services at an affordable price. You can use the cost savings to invest in other strategic initiatives, while still achieving a perfect balance between tech and touch.
Achieving a perfect balance between technology and human touch is crucial to delivering a seamless customer experience. Outsourcing your customer service operations to a trusted vendor can help you achieve this balance. You get access to the latest technology and infrastructure, scalability, flexibility, cost optimization, and most importantly, improved customer satisfaction.
Don’t let your contact center fall behind in the race to balance tech and touch in customer service. Schedule a consultation today to find out how outsourcing can help your business achieve this goal. Our expert team will provide you with insights and solutions tailored to your specific needs, so you can improve the customer experience and grow your business.
Retain, grow, and generate new customers by strategically outsourcing your customer service operations.Discover the Difference →
Vice President, Innovative Solutions and Support
Published on April 13, 2023
Published on April 13, 2023