The Consumer of Tomorrow

Examining the various traits of the modern consumer, as well as the consumer of tomorrow, is the first step in identifying opportunities to improve customer experience (CX) strategies. The modern consumer possesses many traits that impact interactions with product or service providers. The average consumer is:

Eager

Consumers who encounter issues or questions want answers quickly. Forcing a consumer to wait for resolutions often results in an unsatisfied customer. Conversely, providing swift and helpful answers increases satisfaction and loyalty in the long term.

Engaged

Modern consumers are passionate about many things, including engaging with organizations that they identify with or respect. The more opportunities you can offer for engagement, the better your chances of gaining and retaining loyal customers.

Versatile

Today’s consumer utilizes any number of communication methods when searching for assistance. From email correspondence to online chats, text conversations to video calls, the modern consumer explores many communication methods other than the telephone.

Informed

The wealth of information available has given consumers the ability to research any product, service or issue. This knowledge is out to good use when considering a purchase, and when dealing with an issue down the road.

Vocal

Social media outlets have given consumers a platform on which to share their experiences with a product, service or company. Both satisfied and dissatisfied consumers freely exchange knowledge and experiences, helping other consumers to make decisions.

Despite their knowledge and awareness, consumers have yet to realize the power they have to influence the future of CX. In coming years, consumers will realize the influence they have over customer experience strategies, and will begin to pressure organizations with sub-par CX to catch up to the crowd.

FCC Ruling on TCPA

On July 10, 2015, the Federal Communications Commission (FCC) released its long-awaited Declaratory Ruling and Order, which was prompted by nearly two dozen petitions and letters requesting clarifications under the Telephone Consumer Protection Act (TCPA). In the landmark ruling, the FCC doubled down on its expansive and controversial interpretation of the TCPA’s autodialer definition, more formally known as an automatic telephone dialing system (or ATDS).  On July 14, the PACE Association filed an appeal, asking the Seventh Court of Appeals to find that the FCC acted arbitrarily and capriciously by issuing an Order that is beyond the FCC’s authority and is contrary to the US Constitution and other laws. In connection, PACE’s National Board of directors issued the following statement: “PACE members and other legitimate companies have for too long been the target of vexatious litigators and their attorneys seeking to profit from the TCPA. The FCC, with its Declaratory Ruling, has made class action lawsuits easier to file and an onslaught of litigation is surely soon to follow. Instead of providing consumer protections, the FCC Ruling stifles legitimate business and consumer communications. PACE’s Appeal seeks to bring the TCPA back to its original purpose of balancing consumer protection with the interest of legitimate businesses.”

PACE hosted a webinar regarding the recent ruling led by PACE General Counsel Michele Schuster and Nick Whisler. The general consensus was that this ruling opens up more questions and concerns than did it clear up or answer any questions. These are the items I took away from the webinar:

  • The ruling is not consistent with previous rulings
  • It includes contradictory statements
  • It expands the definition of ATDS to include the potential ability to perform the functions of an ATDS
  • It supports prior rulings on: what is prior express consent, text and internet to phone text messages are included and more than once call to a reassigned number is a violation

In my opinion this ruling could have helped companies understand how they can legally market to their customer and prospect base, but instead by expanding the definition of ATDS has made it much more litigious, complex and difficult. I don’t know of a system that could not “include the potential ability to perform the functions of an ATDS.”

How does InteractionSync Increase Agent Precision?

Agent precision, or the ability to find answers, resolve issues and address customer concerns quickly and accurately, is key to the success of any contact center. As agents become better equipped to handle interactions without delay or additional assistance, interaction handling time drops and customer satisfaction improves. So how does InteractionSync increase agent precision?

Intelligent routing:

InteractionSync routes customers to agents and departments that are equipped to handle their issues, and can prioritize routing with customer information to allow for differentiated service experiences for your best customers. By doing so, your priority customers are able to avoid hold times and repeated information requests from multiple agents. Once the customer reaches the proper agent, that agent is able to handle their issue efficiently, as the customer’s concerns fall squarely into the agent’s area of expertise.

Precise responses:

The breadth of information available to agents increases their ability to respond to customer questions and issues quickly and correctly. Without having to search for information, the agent can guide the customer through the interaction with precision, and without delay.

Enhanced issue identification:

The detailed tracking capabilities resulting from the integration of CIC™ and CRM software make it possible for agents to quickly identify a customer’s issue and its resolution, especially if that customer has experienced the issue in the past or is contacting the agent as a result of a previous interaction.

Historical information, combined with issue resolution data gives your agents the power to handle customer interactions with precision.