It’s Not Chaos–It’s Customer Dynamics


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Guest post by Udi Ziv

Intent to Impact

This year’s NICE annual benchmark study on contact center trends revealed increases in the overall volume of customer interactions, and in the number and variety of channels by which these interactions occur. Neither of these trends is likely to surprise anyone in the customer service industry. What may surprise you, though, is the amount of untapped potential—lower costs, lower churn and more—in all those interactions.

Companies interact with their customers across an expanding and increasingly complicated landscape. It can be chaotic, to be sure—but there’s an upside. More interactions and more channels across which these interactions can unfold more opportunities to forge strong customer bonds, maximize profits and create lasting competitive differentiation. The key is understanding and optimizing the dynamics—the Customer Dynamics—they represent.

Customer Dynamics  is an exciting concept that describes the ongoing, complex interchange between businesses and customers occurring across all customer touchpoints (phone, chat, email, etc.). By optimizing Customer Dynamics, organizations can have both happy and loyal customers and be highly efficient and profitable.

Today NICE announced  a new methodology and tools with which companies can generate tangible business value through Customer Dynamics optimization. This systematic methodology works in conjunction with our NICE SmartCenter suite. We’ll get into the details in upcoming posts. But the basic idea is straightforward.

We help you take charge of the complex interactions you have with your customers by capturing intent (with our multi-channel interaction recording platform), analyzing intent to rapidly reveal meaningful insights (with cross-channel interaction analytics), and then taking decisive actions to impact your business performance (with our new Real-Time Guidance offering and additional solutions). From intent to insight to impact, NICE offers companies a way to understand exactly what’s going on in all those interactions, to see patterns in the chaos, to glean insights and, finally, to act and make a difference for your business.

Which customers call your contact center most frequently and why? How do customers who use self-service channels differ from those who call you? What are customers saying about your competitors? How are customers reacting to your latest marketing campaign? What revenue opportunities are you missing? What is driving customer dissatisfaction? Who are your best-performing agents? How can you promote best practices and enforce procedures across your workforce? Where are your opportunities to reduce handle time? What if you had the answers to all these questions and more?

Customer Dynamics optimization is a new and exciting concept we look forward to discussing with you in the coming weeks and beyond. In the meantime, we want to hear what you have to say. Post a comment. Let us know: How would you have handled a customer situation differently had you understood the true intent of the customer? What insights have you always wished you could extract from customer interactions? What impact do you think Customer Dynamics optimization can have on your company?

Republished with author's permission from original post.

Matthew Storm
Matthew Storm has been evangelizing and promoting customer experience solutions for over 20 years. Before working in the CX technology space, Matthew got his start in the contact center industry back in the 1990s while working for Dell Computer where he implemented solutions for WFM, QM, recording, analytics, predictive dialers and CRM. Matthew holds a degree from Oklahoma State University and an MBA from St. Edward’s University.


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