Workshop•40 hours

Customer Service Engagement Workshop

Customer engagement and employee experience are undergoing a transformative shift towards a Total Experience Approach. Gartner reports a staggering 94% of customers are more likely to repurchase when they have low-effort experiences, while 82% will remain loyal to a brand that offers low-effort issue resolution and value-added experiences. The success of your organization in the experience economy depends on its ability to captivate customers through a motivated and dedicated workforce, focused on delivering low-effort, memorable, and meaningful experiences.

Customer Service Experience and Operations Teams are challenged with:

Building customer interactions into low-effort seamless experiences.
Driving loyalty by creating memorable moments.
Delivering integrated digital channels to effectively engage with their customers.
Enhancing agent experiences and fostering the retention of highly skilled employees.

Technology Leadership is focused on:

Enabling an agile workforce environment
Fostering collaboration and innovation
Delivering low-effort high impact technical solutions.

What to Expect

WWT's Contact Center Advisors provide valuable insights and guidance through tailored sessions that foster strategic discussions. These sessions are designed to help organizations assess the alignment of their business strategy with the overall mission and goals of the organization, as well as the needs of their customers and employees. By focusing on these key elements, organizations can gain a deeper understanding of how their business strategy drives performance.

Determine the connection between your organization's business strategy and the key performance metrics that have a direct impact on operational outcomes.
Create a comprehensive map of your organization's overall experience, clearly defining both customer and employee engagement goals.
Assess your current level of Customer and Employment Engagement Maturity.
Identify quick wins optimizing current capabilities and Short-Term Improvement Recommendations.

Goals & Objectives

What is a workshop?

WWT offers several high-impact customer and employee engagement workshops, which enableorganizations to understand how their business strategy aligns with their organization's mission and goals as well as their customer's and employee needs. Our strategy workshops help organizations learn the linkage between business strategy, performance metrics, and technology enablement.

Goals and Objectives:

One Day Workshop

Validate a organization's missions and success criteria
Analyze customer employee experience/engagement
Validate your organization's missions, goals, and key success criteria are aligned for optimal performance.
Analyze your organization's customer and employee engagement.
Assess how emerging customer and employee engagement trends can improve overall performance.
Generate a customer experience and engagement strategy roadmap and timeline.

Three Day Workshop

Validate your organization's missions, goals, and key success criteria are aligned for optimal performance.
Analyze your organization's customer and employee engagement.
Assess how emerging customer and employee engagement trends can improve overall performance.
Develop up to three well-defined customer personas and empathy maps to gain a comprehensive understanding of how their thoughts, feelings, and actions influence their interactions.
Develop up to three customer journey maps that depict the essential moments and interactions with customers throughout their journey. Document journeys for clarity, coherence, and readability while preserving the essence of the original meaning.
Define up to three customer journey maps impacting customer engagement and overall experience.
Generate a customer experience and engagement strategy roadmap and timeline.

Five Day Workshop

Validate your organization's missions, goals, and key success criteria are aligned for optimal performance.
Analyze your organization's customer and employee engagement.
Assess how emerging customer and employee engagement trends can improve overall performance.
Develop up to ten well-defined customer personas and empathy maps to gain a comprehensive understanding of how their thoughts, feelings, and actions influence their interactions.
Develop up to ten customer journey maps that depict the essential moments and interactions with customers throughout their journey. Document journeys for clarity, coherence, and readability while preserving the essence of the original meaning.
Analyze customer maturity across AI (Artificial Intelligence) Adoption and illustrate a seamless experience for customers and agents.
Generate a customer experience and engagement strategy roadmap and timeline. Analyze customer maturity across AI (Artificial Intelligence) Adoption and illustrate a seamless experience for customers and agents.

Deliverables depend on workshop duration, and include:

Documentation and tailored recommendations to achieve your customer and employee engagement objectives with precision and effectiveness.
Evaluation of your current customer and employee engagement maturity.
Actionable recommendations on how to move your organization to an enhanced level of engagement.
A detailed roadmap and timeline, featuring prioritized actionable initiatives, to elevate customer experience and foster engagement.

Who should attend?

CX and Contact Center Leaders, Chief Experience Officers (CXO), CIOs, CTOs, COOs, IT VPs, and Marketing and Line of Business Owners. Anyone with a material interest and responsibility for delivering digital innovation in the realm of customer engagement and contact center operations and deliver customer experience that exceed expectations.

What's next

Customer Service Engagement Workshop Discussion
Contact Center Supportive Technologies Assessment in which we address customer analytics, reporting, WFM, and quality management.
Cloud Contact Center Migration Assessment
Contact Center Strategic Platform Assessment

Benefits

Defined customer engagement business strategy.
Customer and Employee Engagement Roadmap to achieve your business objectives.