providing the enablers to excel
MCX believes that every organisation can excel in how it serves its customers – how well you deliver customer service is a true differentiator. Our years of judging the UK Customer Experience Awards mean that we understand what it takes to achieve excellence in contact centre operations, and we expect that every one of our clients will be on that journey to be the best that they can.
The rise in consumer popularity of the smart phone allied to the ability to provide digital apps and online self-service is the catalyst to transform the traditional contact centre into a true multi-channel support organisation. We understand the tools and methods that can help you to serve customers via their preferred method of contact – whether that is via social media, online web chat or by adding the visual dimension to telephone calls. It is our mission to share with you what we know so that you can improve your operations and achieve your Customer Service goals.
The good news is that the latest innovations – such as crowdsourcing – make it so much easier to provide new methods of customer contact using digital communities. The technology barriers of cost and technical IT know-how have been knocked down so that every contact centre operation, regardless of size, can now exploit these services on a path towards excellence. We believe we can show you how.
Do you recognise the following challenges in your organisation
abandon rates too high
management attention on the fact that Service Levels are not being met
insufficient resources to support customer contact
agents feel under pressure to support multiple channels (phone, email and chat)
out of date technology
a backlog of IT projects where the contact centre never seems to get to the top of the list
fragmented silos across the organisation
too many disparate teams with different agendas and no common purpose
high levels of customer churn
losing too many customers at the point of service renewal