New Strategies for Customer Experience Governance in the Contact Center


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Companies pledge many things to their consumers. From low prices guarantees to lenient return policies, these promises raise the bar for customers’ expectations. When these expectations are not met, the gap between what the company pledges and what the customer actually receives can threaten to ruin the company-consumer relationship.

To ensure high quality customer service remains consistent, many companies are adhering to a set of rules that serve to proactively manage their customers’ experiences, called customer experience governance. This strategy gives employees a set of guidelines to follow that keeps the customer at the center of all business decisions and plans. Each person, from the agent to the executive, is given responsibility for creating a great customer experience for all company constituents.

Customer experience governance may include steps such as:

  • Solving customer issues in a timely fashion
  • Comparing company goals to a list of customer-focused questions
  • Providing agent training on giving great service

By applying guidelines like these to your contact center, you can make sure your companies’ actions will please the people who matter most: your customers.

Click to watch the Trupanion video case studyFor Trupanion, a company that offers medical insurance for pets, customer experience governance comes in the form of their customer care department’s mission: “We do happy.” Their goal is to keep their customers happy and informed through providing excellent service. Trupanion implemented Aspect contact center solutions as a way to offer their valued consumers (and their customers’ furry friends) an even better customer experience. In doing so, they’ve been able to shave off thirty seconds from their average wait times, and customers get their questions answered faster due to the system routing them to the best-skilled agent that can meet their needs. Keeping their customers’ needs in mind has helped Trupanion improve their reputation as a company that truly cares about its customers’ happiness.

Interested in learning more about how customer experience governance can improve your company’s customer encounters? REGISTER NOW to attend our webinar on Thursday, March 6, from 2-3 p.m. Eastern on how customer experience governance can help your company monitor and improve its consumer service on a regular basis. Customer experience experts Art Schoeller, Principal Analyst at Forrester, and Aspect’s Michael Kropidlowski, Senior Manager of Product Marketing will offer take-away tips, real-life customer stories, and strategies to establish an effective governance program in your own contact center.

We look forward to seeing you there!

Republished with author's permission from original post.

Christine O'Brien
Chris O'Brien, Marketing Communications Writer, develops and designs content for a wide range of Aspect communications and social media applications. She continually monitors consumer trends to ensure that marketing messaging aligns with industry best practices and meets customer expectations.


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