Don’t just provide customer support – meet expectations with agile customer service. With the ability to continuously improve processes, retail gets a boost from agile methodologies.
When one hears the word ‘agile,’ several terms likely come to mind: concepts like project management, support teams, and software development. Many industries have embraced the agile way of getting work done, and are seeing benefits arise from having the ability to deliver value to customers faster. It seems that the agile approach can benefit everyone – so why not retail?
When it comes to providing customer care, at first glance, it might seem challenging to apply agile principles to the unknowns that come with providing customer care. People increasingly demand improved customer service that is personalized; further, they also want their requests resolved instantly instead of being transferred multiple times. While it might seem complicated in practice, the imperative to become more customer-centric and adaptable can benefit from an agile customer service model.
According to McKinsey, traditional contact centers that provide customer-care functions employ a traditional approach focused on standardization, with leadership carefully planning and orchestrating every step. As a result of this top-down dynamic, call centers suffer from siloed functions, with agents adopting a reactive, transactional mindset.
However, thanks to today’s customer-centric environment, the step-by-step customer-care model is not equipped enough to resolve modern, complex customer support inquiries. In order to provide a satisfactory customer experience, today’s call centers should utilize the collective knowledge of frontline agents. When deployed in IT and product development, agile methodologies can be adapted in several ways to significantly meet customer expectations:
The following are four best practices into their agile strategies:
When it comes to providing agile customer insight, Stefanini has the resources to build six different types of agile squads according to your business’ needs. Want to start tackling your KPIs? Give us a call today to chat with an expert!
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