Category: Customer Experience

In settings where sorting is difficult, half a bushel of perfect apples is worth more than a full bushel with a rotten apple in it.

One bad apple can spoil a whole bunch.

We pay a significant premium for pre-selection, confidence and a guarantee.

Sorting adds value.

While a company’s collective goal is in providing the best customer experience (CX), who exactly leads the functioning of the teams and resources related to CX in an organization? https://medium.com/embitel-technologies/customer-experience-who-really-owns-it-in-your-company-e59302d5f94d
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If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact centre operations—and strengthen customer loyalty. CX (Customer Experience) professionals measure their company’s brand health in terms of customer satisfaction, and outcomes. Because we’re dedicated to metrics, we use post-interaction surveys—such as CSAT, NPS, or…
The post Supercharging CX in 2022: going beyond generic surveys appeared first on Customer Experience Magazine.

Contact centers have experienced a wild ride throughout the pandemic – and it looks like it is continuing in a more positive direction. The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027!
Resilience was hailed at the start of the pandemic as a new definition of success, but did that continue over 2021? Our review of the past year showed increased customer expectations, innovation in contact center technology, development of safe work environments, and employee engagements – all good indicators that contact centers are more resilient than before.
Industry Report: State of the Contact Center 2022
But what lies in store for contact centers in 2022? We asked industry leaders and CX experts their thoughts on the past year and their predictions for what contact center professionals can expect this year. You can read the full report here, but here are some quick highlights!
COVID Is No Longer an Excuse for Poor Customer Service
The more technology improves, the shorter our attention spans become, according to a study conducted by Microsoft. Pair that with the pandemic delays and poor customer service, and you have a recipe for impatient customers.
But the truth is, customers were never exactly patient when it came to customer service. That’s why most people don’t like IVR systems, even if they’re advanced. Customers will opt for quick, immediate service with a human almost every time, but having an advanced solution like Visual IVR is still a great way to offer customers flexibility and attention.
Creating a Customer Service Strategy That Drives Business Growth
The pandemic urged some businesses to focus on profits even at the expense of customer service to stay afloat. While some customers may have excused poor or slow customer service as a result of the pandemic, that excuse is slowly becoming less acceptable for today’s customers.
That’s because a) COVID is so 2020 — customers are ready to move on, and b) businesses are now wrestling in a top-notch competitive landscape that might provide better customer service.
Here’s what Shep Hyken, CSP and CPAE of Shepard Presentations, had to say about call center competition in 2021 going into 2022:

“Customers aren’t comparing you to a direct competitor. They compare your service and customer experience to the best companies…Amazon, Apple, and other iconic brands. They know what good service looks like, and are now demanding it from any company that wants to keep their business long-term.”– Shep Hyken, CS & CX Expert

Agent Engagement is Vital to Customer Experience
COVID was hard on call centers and their agents. Not only were agents dealing with the same problems as everyone else — fear of COVID-19 safety, loss of income in the family, illness or death of family members — they also had to empathize with the customers that called the call center.
How to Foster Agent Engagement in a Hybrid Contact Center
Not only is this above the average call center agent’s pay scale, it’s also incredibly stressful and accounts for last year’s dramatic increase in agent attrition. Believe us – if your agents are unhappy, your customers will certainly notice and prefer to spend their money elsewhere.
Contact centers must make agent engagement a top priority going into 2022 if they want to keep their talent and produce enhanced customer experiences. Here’s what Blair Pleasant, President & Principal Analyst of COMMfusion, had to say about agent engagement forecasts 2021-2022:

“Don’t forget about the agent experience, especially in light of the “great resignation.” Make sure you take care of your agents and give them the tools they need to not only be effective and productive but also engaged and empowered.”– Blair Pleasant, President & Principal Analyst at COMMfusion

Digital Transformation Will Continue to be Essential in 2022
Contact centers in 2021 had to make significant investments in their technology to monitor IT operations and analytics, (especially with hybrid work models), ensure adequate data backup, keep up with call volumes and customer expectations, and maintain high levels of security. Experts predict that the contact center software market share is expected to reach $75 billion USD by 2026, a value almost triple its 2020 value.

FACT:
Customers continued to purchase products online, either via online websites or through the phone, and request information from businesses remotely. That trend will likely continue into 2022, necessitating the need for consistent omnichannel support.

Here’s what Nerys Corfield, Director of Injection Consulting, says about contact center technology for 2022:

“Without a doubt, 2022 will see a continued migration to the cloud. Hopefully, this shift will be accompanied by an operational move to omnichannel agent environments so that the advantages of a unified queue, journey orchestration, and hyper-personalized service offerings can be fully realized.”– Nerys Corfield, Director of Injection Consulting

The reality is that customers are on board with a digital-first approach to the customer experience. While most companies should still have omnichannel support (including traditional phone service), efficient self-service call center solutions are shown to improve customer satisfaction. Businesses should also invest in technology to offer their customers more flexibility, like Fonolo’s Voice Call Backs.The post Blog first appeared on Fonolo.

How did the dog become your teacher’s problem?
When we’re actively enrolled in a journey, it’s on us. That’s the requirement once you choose to act professionally. You know the terms, the dates, the structure. It wasn’t even fine print. It’s simply the structure you agreed to be part of.
Of course, enrollment is frightening. Because enrollment confers responsibility. “This is something I’m choosing to do.”
Compulsory education doesn’t often lead to real learning. That’s because compulsory education is coerced. There’s no active enrollment.
For the rest of us, there’s the chance to engage and to move forward. And part of the journey is acknowledging that we have a dog, that life gets in the way, that it’s never the ideal moment or the perfect time. And then doing something about it.
Leaping isn’t easy, but it’s far better and safer than the alternative.

CXM has narrowed down the list to the Top CX Influencers and Top CX Professionals, and we need your help to pick the Top 25 from each side for our 3rd CXMStars™. You can choose from a wide selection of Certified Customer Experience Professionals who have put customers and their experiences at the forefront. As…
The post Choose your 2022 CXMStars™ winners – voting now open  appeared first on Customer Experience Magazine.

One of the many functions of boards is to review strategy proposals. However, many board members are not sure how to evaluate what is presented to them, and those who are writing strategies are not confident in how they should do it. This often results in poorly constructed ones being approved, which are not fit…
The post Future proof your business with purpose-driven strategy appeared first on Customer Experience Magazine.

CX Management – Every Customer Experience initiative will not be a huge success. That’s okay. While it is important to test each customer experience-related product before it goes to market.
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That’s how culture perpetuates injustice and indignity. Because that’s just the way things are around here.

But the status quo isn’t permanent. The world doesn’t stay the way it was. It changes.

And it’s been changing faster than ever.

It doesn’t change because the status quo sub-committee had a meeting and decided to change it.

It changes when someone decides that the way things are around here needs to change, and simply and bravely begins to do something differently.

And then someone else follows along.

Yes, it bends toward justice. But only if we help. Only if we lead.

MaxContact calls on the industry to make 2022 the year of the agent and rebalance employee well being with customer satisfaction.  Workers in customer-facing roles across the UK are facing burnout after months of being overworked and underappreciated, with no prospect of career progression.  That’s according to a new study, Customer Engagement Burnout, released today by customer engagement software…
The post Three-quarters of customer-facing workers are heading to imminent burnout  appeared first on Customer Experience Magazine.