Category: Customer Experience

The draft of the Government’s Online Safety Bill already receiving criticism for not being robust enough to keep children safe from illegal or harmful content. Coupled with the huge increase in internet and social media use among children, it is imperative that invasive action is taken to keep inappropriate content away from young viewers. Even…
The post The role of advertising and keeping kids safe on YouTube appeared first on Customer Experience Magazine.

When we hear the word “productivity”, we often picture the volume of work a contact center agent can get done in their day. This may have been a good indicator of success a few decades ago, but today’s experts agree that delivering a quality customer experience carries more weight than the amount of time spent on the phone.
This means our definition of agent productivity needs a bit of an update. Agent productivity shouldn’t solely be based on the output of an agent – rather, it should consider the overall experience during each customer interaction. As the saying goes: it’s about quality not quantity.
Agent productivity can be influenced in a number of ways, from employee engagement programs to supplementary training to adopting the right contact center tools to help them perform at their best. Learn how you can better your team performance below…
How to Foster Agent Engagement in a Hybrid Contact Center
Key Performance Indicators for Agent Productivity
Measuring the authenticity and thoroughness of an agent’s customer interactions isn’t as tricky as you think. Best practice is to keep an eye on a few main productivity metrics, including:
Percentage of calls transferred.
When an agent can manage calls without transferring them to different departments, they’re demonstrating an in-depth understanding of the product or service they’re assisting customers with—a perfect indication of impressive agent productivity.
Average Handle Time (AHT).
It’s important to find a sweet spot for your average call handle time. Though a low average time can indicate efficient and fast call resolution, it can also signify incomplete or insufficient customer interactions.
An average handle time that’s too high may indicate poor service or product knowledge, and long call times may cause customers to become frustrated. Be sure to monitor customer service satisfaction (CSat) survey scores alongside AHT to understand if an agent’s call times are leading to successful customer interactions.
CSat Scores
If an agent has a high CSat score, it means customers are appreciating their interactions and getting the support they need quickly and efficiently. Similarly, Net Promoter Scores (NPS) can indicate how successful your customer satisfaction efforts are. If you’re not already conducting regular customer surveys, it’s time to get started.

DID YOU KNOW?
Fonolo has a handy playbook with tips on how to improve your CSat score. Read it here!

5 Ways to Help Agents Stay Productive
Impressive agent productivity leads to better customer service which creates loyal clients who are sure to spread the word to their networks. Now that you know how to measure agent productivity, here are 5 ways you can work towards improving agent productivity in your contact center:
Give agents autonomy throughout their workday.
A 2017 Harvard Business Review study found that high-trust organizations reported productivity levels about 50% higher than their low-trust counterparts. The more freedom agents have, the more empowered they’ll be to resolve calls without transferring. Plus, if you allow agents some flexibility during their day and provide downtime for self-learning, it’ll give them the opportunity to become better versed on your call centers products or services, leading to more effective customer interactions.
Keep all the information agents need in one place.
From training resources to product guides and tech tutorials, ensure all the information your agents need to access at a moment’s notice lives in an easily accessible online hub. Cloud technology ensures that even remote agents can access the knowledge they need on demand.
Increase agent engagement through training, check-ins, goal setting, and incentives.
Training shouldn’t just be a one-and-done endeavor—ongoing training opportunities for established agents are equally as important as onboarding for newbies. Allowing agents to expand their knowledge base not only helps them be more efficient during customer interactions, but it also keeps them engaged with their work, leading to improved productivity.
Book bi-weekly or monthly check-ins with all your agents and keep them striving to meet goals they set individually and as a team. Incentivize goal setting by offering prizes to successful team members and be sure to plan events that encourage team building.
4 Ways to Make Call Center Training More Fun
Equip your contact center with the right technology
If agents become overwhelmed by high call volumes, this can easily lead to burnout which reduces productivity overtime. The best offence is a great defense when it comes to call spikes, and a great defense includes Voice Call Backs and Conversation Scheduling to empower your customers to opt for a call back when the queues are overwhelming. Customer wait times are reduced and agents have some time to catch their breath—everyone wins!
5 Tips to Prevent Call Center Agent Burnout Before it Begins
Create an omni-channel experience for customers
A great way to optimize your agents’ time is by having them use multiple touchpoints with customers. This might include checking online chats and social media platforms throughout the day, in between calls. Chatting with customers in real-time across a variety of platforms provides a convenient experience for customers and helps agents to spend more time working directly with customers, keeping them engaged in productive work throughout the day and reducing idle time.The post Blog first appeared on Fonolo.

We get a huge benefit from making a simple commitment:

Don’t miss deadlines.

The benefit is that once we agree to the deadline, we don’t have to worry about it anymore. We don’t have to negotiate, come up with excuses or even stress about it.

It won’t ship when it’s perfect.

It will ship because we said it would.

Once this is clear, the quality of what we ship goes way up. Instead of spending time and energy looking for reasons, excuses or deniability, we simply do the work.

And over time, we get better at figuring out which deadlines to promise. Because if we promise, we ship.

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The blog post I did a few hours ago was filled with broken links, the result of some weird sort of rift in the time-space continuum. Sorry for the hassle. It’s fixed now.

If you get this blog via email or some other form of intermediated transposition, you can always click on the name of the post to get to the original blog–that way you’ll always see my latest version, with typos fixed, links repaired and any other sort of mistake that I know about remedied.

Sorry to trouble you on a Sunday. Have a great day. And thanks for reading.

PS you can subscribe by email by clicking here.

My bookshelves are filled with books I’ve read once. But there are others that I come back to again and again. I hand them out like Halloween candy to colleagues, and often, they end up paying them forward as I did.

Authors and ideas for the long haul. Classics in our field, in fact. One is brand new, others I read decades ago. Tom and I have known each other for 39 years…

Every one of these authors is the real deal. They’ve done the work and they’ve shown up to make a difference. My life is better for knowing them as friends and colleagues.

I’m lucky to be able to share them with you.

The Art of Possibility by Roz Zander and Ben Zander

The Power of Regret by Dan Pink

The Tom Peters Seminar

Story Driven by Bernadette Jiwa

The Celebrity CEO by Ramon Ray

Body of Work by Pam Slim

Marketing Lessons From the Grateful Dead by David Meerman Scott

The War of Art by Steven Pressfield

Ignore Everybody by Hugh Macleod

The asking price is true, but it’s also an illusion.

If you are offered a job and negotiate a raise of 10% over what was originally offered, that’s good, but it has nothing at all to do with what you’re actually worth.

If you buy a house for 15% over asking price, it doesn’t mean you overpaid.

The asking price is a signal, a way to message expectations and begin a negotiation. It’s simply a guess about the future, made by the person who goes first.

It can anchor our thinking, but if we’re not careful, it can be an anchor that also drags us down.

One bottle neck with CX is in resolving cases. Sometimes the process is beyond the scope of CX official but not resolving the issue affects the CX. I’ve identified 5 stages in resolving cases. Understanding the stages would help smoothen your processes, and ultimately delivering great value.
Capture Stage Investigation Stage Resolution Stage Fulfilment Stage Insight stage
Check link for more details.. https://ritaadesina.com/customer-complaints/
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At first glance, it makes sense to avoid a crowded market. Better to sell your services or your products in a place where you’re the only one.

But crowded markets also have lots of customers.

A mutual understanding of what’s expected.

People ready to pay to solve their problems.

Word of mouth.

And competitors to learn from.

If you can enter a crowded market with a remarkable entry (worth talking about) and the resources to persist over time, it might be just the place.