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You want to increase your customers’ happiness? Great! But how to measure this phenomenon which seems quite difficult to grasp? How to prove the added value in your company’s revenues to make the financial benefits visible? A guide to square the circle. Customer Experience (CX), in our world of B2B, is a separate discipline. Companies…
The post The Value of B2B Customer Experience appeared first on Customer Experience Magazine.

Over the past few years, CX has become more than just a hot topic. It’s become the heart of business conversations.
To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler?

To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler?…Click To Tweet

We’ve put together a list of technologies that can help you reduce friction in your customer support channels just in time for the new year!
1. Bio-authentication
Facial recognition and fingerprint scanning are some of the ways your customers are accessing a key-free world. The biometric system market is expected to grow to $33 billion by 2023.
Aside from the security benefits, bio-authentication technology plays a huge part in eliminating friction (no more clunky, complicated passcodes) and creating opportunities for more personalized services and experiences.
3 Crucial Contact Center Trends in 2021
2. Smarter self-service options
When designing a superior CX strategy for your business, it’s not just about how you can serve your customer. It’s about how you can empower them to address their own issues as well.
With millennials forming the majority of consumers and Gen Z right on their heels, it makes sense to provide them with the tools and tech they need on their smartphones. By providing self-service options (such as chatbots or FAQ pages), your customers can quickly and easily find the answers they’re looking for without clogging up your phone lines.
3. Smarter query routing
One of the biggest friction points in a contact center comes from customers who connect to the wrong department. So begins the dance of endless hold time and call transfers — a waste of time for both your agents and customers.
What Customers Want and Expect in Customer Service
By reviewing your IVR menu and walking through your customer journey, you can pinpoint any areas of confusion or friction for your customers. Consider the most common queries your agents receive — are the prompts absolutely clear? Are there any gaps in your offerings?

TIP:
A Visual IVR is a great alternative to a phone menu. It allows your customers to select options on a smartphone screen, rather than replaying the audio options over and over (“Press 1 for X… press 2 for Y…”)

4. Better accessibility
One of the biggest turn-offs for customers is not having access to support when they need it! No, we’re not just talking about having your phone lines open 24/7 — we’re talking about being there for all your customers, including those who have time constraints and special needs.
Don’t just consider ease of accessibility for your “average” customer. Think of your elderly customers who may struggle to locate an FAQ on your website, closed captioning on videos for your customers who are hard of hearing, and simple website layouts for your customers without access to high-speed internet.
A visual IVR can be a very powerful tool for making your contact center more accessible. And it allows you to optimize the flow of customers from your website to phone lines.
5. Call-back technology
No customer is happy when they feel their time is being wasted. Yet call centers still operate on the same old system, expecting their callers to wait for the chance to be connected with a support agent.
Contact Centers Are Using More Call-Backs Than Ever
When a service becomes a hassle for the customer, it becomes a chore. Don’t expect your customers to earn your help. Call-back technology is the best way to provide a simple service that says, “we value your time!” while easing the burden off your support agents.
The post 5 Ways to Remove Friction in Your Customer Support Channels in 2021 first appeared on Fonolo.

Unlike natural phenomena like orbiting planets or geologic formations, there are no consistent and perfect laws of human behavior.
If we’re talking about groups of people, if we’re teaching, leading or trying to predict future behavior (all three are related) then we’re making a generalization.
And perhaps we don’t realize it, or aren’t clear that we are.
“In general, in many settings, most kindergarten kids have trouble getting through a long day without a nap.”
That’s not quite the same as, “all kids need a nap.”
Useful generalizations are essential to productive interventions and generous leadership.
Without generalizations, it’s almost impossible to begin to serve people.
And there lies the trap. If we stick with them too long, or insist that they are absolute, or fail to seek out the exceptions that all generalizations have, then we end up excluding or ignoring people who need to be seen. Which betrays all the work we set out to do.
We begin with a market or an audience, but we ultimately serve the individual.

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Greg Melia, CEO of Customer Experience Professionals Association (CXPA) discusses the rise and the faults and of CX job positions and the trends over the past several years that influenced these. See below the whole presentation and Q&A session below:
The post CXTrendTalks: Greg Melia, CEO, CXPA appeared first on Customer Experience Magazine.

Martin Hanley, CX Activation Manager and Chloe Woolger, Commercial Director CX, Kantar UK explore the future of CX and what needs to be done to ensure the customer is placed at the heart of the organisation. See the whole presentation and Q&A session below:
The post CXTrendTalks: Martin Hanley, CX Activation Manager and Chloe Woolger, Commercial Director CX, Kantar UK appeared first on Customer Experience Magazine.

Your policies, processes and technology (CRM system, contact center, front-office and back-office applications) should help customers do business with you. Nothing during their customer journey should cause them confusion or frustration. Regardless of a customer’s touchpoint, there shouldn’t be a point of failure. Key operations areas within your contact center are forecasting and schedule accuracy, service levels, quality assurance, employee satisfaction, and customer satisfaction. Full article: https://www.genesys.com/blog/post/unify-operations-and-tech-for-a-superior-customer-experience
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