Category: Customer Experience

Technology is not neutral. It can’t be, because by definition, advances in tech create change, and change always creates positives and negatives.

We now live in a time of rapid technological change, perhaps the biggest in 150 years. In the face of the overwhelming impact of tech, we might not be enjoying the ride.

Sometimes the problem is the tech itself, and sometimes it’s about our fear of change and unknown.

It’s worth taking a moment to think about which technology we’d rather live without–in other words, when was the golden age that we’re nostalgic for, the one that technology has tarnished in the name of progress?

They’re not in a perfect order, but if you had to draw the line, where and when would you put it?

HousingToiletsMoneyDebtCulverts and water suppliesBooksLibrariesHandwashing and germ theoryEyeglassesThe scientific methodClocksTrainsThe cotton ginThe loomThe origin of speciesElectricityVoting machinesThe telephoneGas-powered carsCredit cardsVaccinesTelevisionAntibioticsSunscreenBirth controlPortable telephonesGPSElectric carsSolar panels and windmillsEmailOnline bookstoresSearch enginesCochlear implantsMapping DNAPodcastsMachine learningImage recognition for reading x-raysWikipediaFacial recognitionAugmented memory implantsGPT and AI writing and creationCloningGene repairQuantum computingThe internet of things

Leader in Smart-Era Customer Experience Recognized as Best Midsize Company to Work for in the Bay Area
SAN FRANCISCO, CA – January 6, 2022 –  UJET, Inc., the world’s first and only CCaaS 3.0 cloud contact center provider, announced today that it has been recognized by Built In as a Best Midsize Company to Work for in the Bay Area.  
“Our people are central to everything we do at UJET. Our rapid growth and success is a testament of the team’s commitment to our mission of transforming the customer experience,” said Anand Janefalkar, founder and CEO of ujet.cx. “Today we celebrate our dedicated employees and promise to always prioritize their wellbeing, inclusion and success. We’re thrilled to be recognized by Built In and look forward to another year of being a people-first company as we rapidly grow our team.”
UJET was rated algorithmically based on its compensation, benefits and culture and recognized for creating a diverse, equitable and inclusive culture that supports and empowers employees. Built In also weighs criteria like remote and flexible work opportunities, employee development programs and other people-first cultural offerings.  
“It is my honor to extend congratulations to the 2022 Best Places to Work winners,” says Sheridan Orr, chief marketing officer at Built In. “This year saw a record number of entrants — and the past two years fundamentally changed what tech professionals want from work. These honorees have risen to the challenge, evolving to deliver employee experiences that provide the meaning and purpose today’s tech professionals seek.”
Today UJET has over 200 employees, doubling its workforce since November 2020. Its agent-enabling contact center technology unifies customer journey data and eliminates channel-switching friction to help brands predict intent, make dynamic routing decisions, and provide essential contextualization for each customer interaction. 
To learn more about ujet.cx please visit https://ujet.cx/ 
 
ABOUT UJET:
UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 agents globally and is trusted by innovative, customer-centric enterprises like Instacart, Turo, Wag!, and Atom Tickets to intelligently orchestrate predictive, contextual, conversational customer experiences.
Learn more at www.ujet.cx and follow us on LinkedIn and Twitter.
 
ABOUT BUILT IN:
Built In is creating the largest platform for technology professionals globally. Monthly, more than three million of the industry’s most in-demand professionals visit the site from across the world. They rely on our platform to stay ahead of tech trends and news, develop their careers and find opportunities at companies whose values they share. Built In also serves 1,800 innovative companies of all sizes, ranging from startups to the Fortune 100. By putting their stories in front of our uniquely engaged audience, we help them hire otherwise hard-to-reach tech professionals, locally, nationally or remotely. Learn more at www.builtin.com. 
 
ABOUT BUILT IN’S BEST PLACES TO WORK 
Built In’s esteemed Best Places to Work Awards, now in its fourth year, honor companies across numerous categories: 100 Best Places to Work, 50 Best Small Places to Work, 100 Best Midsize Places to Work, 50 Companies with the Best Benefits and 50 Best Paying Companies, 100 Best Large Companies to Work For, and 50 Best Remote-First Places to Work. 
Media Contact:Victoria Vichroski
Corporate Ink for UJET Inc.
617-969-9192ujet.cx@corporateink.com
The post Built In Honors UJET in 2022 Best Places to Work Awards appeared first on UJET.

As the lifeforce of your call center, your customer should always come first—that includes keeping them safe from cybercriminals who are on the hunt for customer data.
It’s easy to get caught up in performance metrics and service levels, but as a call center leader, security should also be at the forefront of your concerns. Call centers are at a higher risk of facing data breaches in the wake of COVID-19. Cybercriminals are aware that many businesses have pivoted to provide either all or most of their services online and via contact centers.
It’s more important than ever that call centers are ready for whatever fraudsters throw their way. We’ve put together a detailed guide to help you get started!
The Golden Rules of SLAs
Why call center security is essential.
Call center security can prevent problems like data breaches, keeping your customers’ sensitive information safe, and ensuring your call center’s reputation remains spotless. On top of the ethics of keeping customer data secure, there are many laws that data collection sites must comply with. A couple key regulations include:

 The Payment Card Industry Data Security Standard (PCI-DSS) – requirements developed by global credit card brands that set the standard for the handling of customer credit card numbers and other sensitive data. Financial service call centers aren’t the only ones that need to worry about PCI-DSS. Every call center that uses any kind of credit card information must ensure they’re PCI compliant.
 The Health Insurance Portability and Accountability Act (HIPAA) – rules and regulations developed in 1996 that monitor the way customer health data is used, stored, and shared.

DID YOU KNOW?
Fonolo Voice Call-Backs are highly secure, and trusted by businesses in finance, healthcare, and more. Learn more about our security appliances.

Security threats call centers face. 
There are two main types of threats that call center management and IT need to consider for customer data safety:
Internal threats
Although some of these threats are as insidious as they sound (the odd disgruntled employee hoping to make a quick buck from fraudsters), mostly internal threats are a result of call center agent error.
For example, an agent might open a link in a phishing email sent by a cybercriminal to gain access to the agent’s computer. Sometimes, employees may not be paying attention to documents that contain customer data, which have been left out for other eyes to see. Many internal threats are simply accidents and can be avoided with a proper call center security training plan that all employees must take part in and keep up to date with.
External threats 
If a cybercriminal attempts to infiltrate a call center’s established security measures, they’re considered an external threat. Though there are a multitude of ways cybercriminals can gain access to information, one in particular is becoming increasingly popular in the call center world. Account Takeover (ATO) is an act of identity fraud where a cybercriminal poses as a customer to a call center agent in an effort to gain access to the customer’s personal information.

FACT:
According to the 2020 Javelin Identity Fraud Study, the number of ATO’s that took place in 2019 was up by 72% from the year prior—a staggeringly large jump that shouldn’t be taken lightly.

5 important cell center security requirements to protect customer data. 
With the increasing threat of ATOs, it’s essential that all call centers implement and maintain strict security requirements to stop cybercriminals in their tracks. Here are 5 things call center agents, management, and IT can do to help keep customer data secure:
1. Start using multi-factor identification.
2-step verification is a practice being used by many apps and websites currently as an added method of account protection for customer security. Basically, the customer enters their account name and password and then an extra security code is sent to a device of their choice (generally email or SMS). The customer then enters this code into the provided area and is logged into their account easily and safely.
When it comes to calls with live agents in the contact center, technology exists that sends an SMS to the mobile number on the caller’s account, which asks them to verify that they are in fact calling. This provides an extra layer of security against cybercrime like ATOs for both agent and customer peace of mind.
2. Encrypt all data, whether resting or in-motion.
Invest in encryption technology to protect customer data from unsavory eyes. In simple terms, data encryption technology rewrites data to be illegible to anyone who doesn’t have the decryption code. When the data needs to be accessed, an employee can access data simply with a password or other code.
3. Control access on a user-by-user basis.
Not every employee in a call center needs access to every piece of information stored in the systems. Cloud technology often allows for the setting of specific user permissions to ensure certain information stays private to individuals who don’t need it.
For example, if a user is set up as a call center agent, they’ll automatically be granted access to different information than someone who has been set up as a manager.
4. Leave less data collection to auditory agent interactions.
One sure-fire way to experience a data breach is through the traditional auditory collection of sensitive information like credit card numbers and social insurance numbers.
Now, you can set your call center up so that whenever a customer needs to share a piece of numerical data, they can easily type the number into their keypad so any outsiders who may be listening don’t have a way to recognize the number being typed.
5. Operate your entire call center on the cloud.
Cloud products tend to be the safest options because cloud providers take strict security measures to protect their customers’ data. Their reputation as a service is on the line, so investment in security is always a top priority of cloud providers.
Fonolo uses cloud technology because it’s the safest and most effective way to serve customers while offering the best customer experience. Transitioning all your technology to cloud services is a great way to tighten up call center security.The post Blog first appeared on Fonolo.

This is not the same as being creative.

In fact, they’re very different skills and emotional mindsets.

All humans are creative. Sometimes.

Creativity is a special sort of internal conversation, an opportunity see a problem or a situation and then produce something that dances with it.

But shipping creative work is a cultural and professional risk.

One way to confirm this is to see how different something feels when it’s truly anonymous. If it doesn’t matter to you whether the work resonates with someone else, if there’s no way to tell and no feedback of any kind, then it’s far less fraught.

Realizing that there are two things at work here–the willingness to lean into problem solving AND the willingness to share it–it’s possible to focus on the part that’s holding you back.

One of the most common mistakes in creating a strategy is to think that documenting “business as usual” (BAU) activities is, or can be, a strategy. Unfortunately, this is a common mistake in organisations in most sectors, whether commercial, government or the third sector. Strategy is all about change, as well as placing big bets about what is going…
The post Growing with purpose: the winning business strategy 2022 appeared first on Customer Experience Magazine.

Laser guns don’t make noise. At least in real life. In the movies, they always do. Phasers and ray guns and light sabers all manage to make distinctive sounds.

And we don’t mind. In fact, we expect them to.

The foley artist works overtime to create sounds that amplify our experience and fill in the gaps–because the experience is the point.

Does your project have a foley artist? Because it certainly has gaps.

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits.
Here’s a comprehensive list of the most important customer service statistics you need to know in 2022. These stats cover everything from interaction channel preferences, customer expectations, and attitudes towards the current state of customer service to guide your strategy moving forward.
Statistics that Demonstrate the Value of Good Customer Service
A customer evangelist or promoter has a lifetime value 600 – 1,400% higher than a detractor.Source: Bain&Co
Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand.Source: Microsoft
As little as a 5% lift in customer retention can produce 25% more profits.Source: Bain&Co
Contact Center Trends 2022
64% of people find customer experience more important than price when making a purchase.Source: Gartner
If a company’s customer service is normally excellent, 78% of consumers will do business with them again after a mistake.Source: Salesforce Research
52% of consumers say they have made an additional purchase from a company after a positive customer service experience.Source: Dimensional Research
Americans will pay 17% more to do business with firms with great reputations in customer service.Source: American Express
Companies that excel at customer experience delivery have revenues 4% to 8% higher than the rest of their market.Source: Bain&Co
68% of customers say they will pay more for products and services from brands known to offer good customer service.Source: HubSpot
5 Metrics Every Medical Call Center Should Know
93% of customers say they are more likely to purchase again from companies that provide excellent customer service.Source: Hubspot
Consumers who rate a company’s service as “good” are 38% more likely to recommend that company.Source: Qualtrics XM Institute
83% of customers agree that they feel more loyal to brands that respond and resolve their complaints.Source: Khoros
70% of the customer’s journey is based on how they feel treated.Source: McKinsey
Reducing your customer defection rate by 5% can increase profits by 25 to 125%.Source: Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy
62% of organizations view customer experience provided through contact centers as a competitive differentiator.Source: Deloitte: Contact Center Survey
Increasing customer retention by just 2% has a similar impact as decreasing costs by 10%.Source: Leading on the Edge of Chaos, Emmet Murphy and Mark Murphy
5 Popular Customer Service Benchmarks
On average, a 1% improvement in First Call Resolution (F.C.R.) will result in a $276,000 reduction in annual operational costs.Source: Bluewolf

Companies that prioritize providing a great experience saw a 10-15% increase in revenue and a 20% increase in customer satisfaction.Source: McKinsey
Customers will spend up to 40% more with a company when satisfied with its customer service.Source: Bain & Company
86% of customers are happy to pay more for a better experience, but only 1% think that businesses meet their expectations consistently.Source: Forbes
$62 billion is lost by U.S. businesses each year following bad customer experiences.Source: New Voice Media
40% of consumers start buying from a competitor because they hear about their reputation for excellent customer service.Source: Zendesk

Statistics that Show the Impact of Poor Customer Service
Acquiring new customers costs between 5 and 25 times more than retaining existing customers.Source: Harvard Business Review
42% of Americans will stop shopping with a brand after only two bad experiences.Source: Vision Critical
The Complete Guide to Improving Customer Perception
54% of people shared their bad customer service experiences with more than five people.Source: Zendesk
33% of customers say they would consider switching brands after just one bad customer service experience.Source: American Express
The average American tells 15 people when they’ve had a poor customer service experience.Source: American Express
Men tell the most people (21 people) when they have had a poor customer service experience.Source: American Express
8 Worst Ways to Handle Angry Customers
On average, women tell about ten people when they have had a poor customer service experience.Source: American Express
91% of customers unhappy with a brand will just leave without complaining.Source: Kolsky
78% of customers have backed out of buying due to a poor customer experience.Source: Glance
47% of consumers have switched to a different brand due to bad customer service within the last year. Microsoft
After a bad customer service experience, 39% of customers will avoid a company for the next two years.Source: Dimensional Research
It can take up to twelve positive customer experiences to make up for one bad experience.Source: Business Insider
Only 20% of consumers will forgive a bad experience at a company whose customer service they rate as “very poor.” Qualtrics XM Institute
Nearly 80% will forgive a bad experience if they rate the service team as “very good.”)Source: Qualtrics XM Institute
Only 1 in 26 customers will tell a business about their negative experience; the other 25 will simply leave without explaining or complaining.Source: Esteban Kolsky
Feeling unappreciated by a company is the #1 reason customers switch brands.Source: New Voice Media
10 Tips for Reducing Customer Complaints

The State of Customer Service in Statistics
89% of consumers have switched to doing business with a competitor following a poor customer experience. Harris Interactive
52% of all customer service engagements around the world in 2017 began online.Source: Microsoft
67% of people worldwide believe that customer service is improving as a whole.Source: Microsoft
In 2017, 64% of Americans contacted some form of customer service.Source: Statista
81% of Americans report that businesses either meet or exceed their expectations in customer service.Source: American Express
46% of decision-makers expect their contact centers to grow between 5%-10% over the next year. 14% of contact center leaders predict growth of more than 10%.Source: Forrester
6 Secrets for Boosing Customer Satisfaction in Your Contact Center
80% of companies use customer satisfaction scores to analyze customer experience and improve it.Source: Harvard Business Review
The customer experience management market worldwide is worth as much as $7.6 billion in 2020, up 16.9% from $6.5 billion in 2019.Source: Grand View Research
53% of shoppers believe their feedback doesn’t go to anyone who can act on it.Source: Microsoft
More than 89% of companies see customer experience as a key factor in driving customer loyalty and retention.Source: invesp

Statistics on Customer Expectations of Service
33% of people consider the most important aspect of good customer service to be having their problem solved in a single interaction, regardless of how long it takes.Source: Statista
59% of customers believe that companies should offer cutting-edge digital experiences.Source: Salesforce
Contact Center Trends 2022
Globally, 54% of all consumers say that they have higher customer service expectations than one year ago.Source: Microsoft
48% of consumers expect specialized treatment for being a good customer.Source: Accenture
52% of people around the globe believe that companies need to take action on feedback provided by their customers.Source: Microsoft
72% of consumers say that they expect customer service agents to “know who they are, what they have purchased, and have insights into their previous engagements.”Source: Microsoft
77% of consumers view a brand more favorably when they proactively ask for and collect customer feedback.Source: Microsoft
Contact Center Trends 2022
68% of customers believe the key to great customer service is a polite customer service representative.Source: American Express
Service insight and knowledge are also key to a good experience, according to 62% of consumers.Source: American Express
67% of customer churn could be prevented if companies resolve problems the first time they happen.Source: Ameyo
12% of Americans rate their number one frustration with customer service as “lack of speed.”Source: Statista
A customer is four times more likely to switch to a competitor if the problem they’re having is service-based.Source: Bain and Company
27% of Americans report “lack of effectiveness” as their number one frustration with customer service.Source: Statista
11 Common Misconceptions About Customer Service
72% of consumers see explaining their problem to multiple people as poor customer service.Source: Dimensional Research
90% of consumers expect an online portal for customer service.Source: Microsoft
79% of millennials are more inclined to buy from brands with a mobile-responsive customer support portal.Source: Microsoft
90% of consumers worldwide consider issue resolution their most crucial customer service concern.Source: KPMG
71% of consumers under the age of 24 think that a fast response from the customer support team can significantly improve their customer experience.Source: Comm100
80% of customers say a company’s customer experience is just as important as its products or services.Source: Salesforce
33% of consumers would recommend a brand that provides a quick but ineffective response.Source: Nielsen-McKinsey
Contact Center Trends 2022
Only 17% of consumers will recommend a brand that provides a slow but effective solution.Source: Nielsen-McKinsey
72% of customers say that explaining their problems to multiple people is poor customer service.Source: Dimensional Research
70% of people favor brands that proactively notify customers about service interruptions or potential issues.Source: Microsoft
82% of customers expect to solve complex problems by talking to one person.Source: Salesforce

Customer Service Statistics About Artificial Intelligence and Automation
High-performing service teams are 3.2 times more likely than underperformers to have a defined A.I. strategy.Source: Salesforce
51% of agents without A.I. say they spend most of their time on mundane tasks, versus 34% of agents with A.I.Source: Salesforce
More financial services firms have adopted A.I., with 41% using some form of A.I. compared to other sectors. For example, only 13% of education institutions are using A.I.Source: Salesforce
How to Create a Customer Service Strategy
Only 9% of governments use A.I. chatbots compared to 42% of media and communications companies.Source: Salesforce
The travel and hospitality industry expects the use of Artificial Intelligence tools in customer interactions to grow 187% over the next two years.Source: Salesforce
Ameyo estimated that by 2020, 85% of customer service interactions will be automated.Source: Ameyo
30% of U.S. consumers rate chatbot interactions as “very effective” in dealing with customer support problems.Source: Microsoft
37% of customers report using a chatbot on a website.  Nearly that many again have used a virtual agent or chatbot on their smartphone.Source: Forrester
More than 50% of customers say the main reason they can’t resolve an issue on their own is there is not enough information available online.Source: Microsoft
30% of consumers say not reaching a real human is the most frustrating part of a bad customer service experience.Source: Microsoft
77% of consumers report having used a self-service support portal.Source: Microsoft
Only 12% of Americans say they cannot find the information they need in self-service portals.Source: Microsoft
Contact Center Trends 2022
American consumers do not find bots effective, with 40% relying on other channels to reach out to service teams.Source: Microsoft
75% of consumers will still choose to interact with a real person even as the technology for automated solutions improves.Source: PwC
69% of high-performing service agents actively look for situations to use Artificial Intelligence compared to only 39% of underperformers.Source: Salesforce
34% of sales and marketing leaders believe that artificial intelligence will cause the biggest improvement in customer experience.Source: Oracle
A.I. augmentation will create $2.29 trillion of value by 2021. That is equal to 6.2 billion hours of worker productivity worldwide.Source: Gartner

Statistics About Customer Service Communication Channels
66% of customer service teams use knowledge bases, compared to 82% of customers who use knowledge bases (e.g., online F.A.Q.s).Source: Salesforce
64% of customer service teams use customer portals, compared to 84% of customers who use customer portals.Source:Source: Salesforce
63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company.Source: Salesforce
81% of customers use online chat for communicating with a company, but only 52% of customer service teams use live chat.Source: Salesforce
5 Tips for a Great Social Media Strategy
63% of online consumers said they were more likely to return to a website that offers live chat.Source: Forrester
51% of customer service teams use mobile apps, compared to 82% of customers who use mobile apps for communicating with a company.Source: Salesforce
20% of customer service teams use voice-activated personal assistants, compared to 54% of customers who use voice assistants to communicate with a company.Source: Salesforce
Millennials prefer live chat for customer service over every other communication channel.Source: Comm100
57% of customers would rather contact companies via digital media such as email or social media than voice-based customer support.Source: Ameyo
40% of customers prefer talking to a real person over the phone for more complicated interactions, such as payment disputes.Source: American Express
50 Quick Tips for Improving the Customer Experience
52% say Facebook is the most effective social channel for customer service. Twitter follows at 25%, then LinkedIn at 8%.Source: Salesforce
23% of consumers look for face-to-face interaction when they have a complicated customer service issue like troubleshooting.Source: American Express
75% of customers want a consistent experience, regardless of the channel they use to communicate with a company.Source: Salesforce
76% of all consumers prefer phone calls to reach customer support representatives.Source: CFI Group

More than 50% of customers use the phone to contact customer support, making it the most-used channel for customer service.Source: Zendesk
63% of customer service teams use text messaging, compared to 78% of customers who use text messaging for communicating with a company.Source: Salesforce
72% of consumers have a more favorable view of a company if they provide a customer service app.Source: Nuance
69% of American adults online say that they shop more with businesses whose online and offline customer service is consistent.Source: Forrester
87% of consumers say brands need to be doing more to provide a seamless experience for their customers.Source: Zendesk

Statistics About the Importance of Personalization in Customer Service
63% of consumers expect businesses to know their unique needs and expectationsSource: Salesforce Research
Your online conversion rate can improve by roughly 8% when you include personalized consumer experiences.Source: Trust Pilot
Contact Center Trends 2022
79% of customers are willing to share relevant information about themselves in exchange for personalized interactions where they are immediately identified and understood.Source: Salesforce

Statistics that Show the Importance of Speed and Short Wait Times
64% of customers expect to receive real-time support, regardless of which channel they use.Source: Zendesk
90% of consumers regard immediate responses as important when they have a query.Source: Hubspot
Nearly 70% of customers are irritated when their call is transferred between agents or departments.Source: Zendesk
21% of people waiting at a hospital pharmacy decided to fill their prescriptions elsewhere because they had to wait too long.Source: Sage Journals
How to Eliminate Hold Time in Your Call Center
33% of customers are most frustrated by having to wait on hold.Source: HubSpot Research
33% of customers are most frustrated by repeating themselves to multiple support reps.Source: HubSpot Research
Nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience.Source: Zendesk
90% of customers rate an “immediate” response as important or very important when they have a customer service question. 60% of customers define “immediate” as 10 minutes or less.Source: HubSpot
12% of Americans rate their number one service frustration as “lack of speed.”Source: Statista
67% of customers will abandon their call if they can’t reach a customer support agent fast enough. Glance
4 Tips to Reduce Abandoned Calls in Your Contact Center
66% of U.S. adults said the most important thing a company can do to provide a good customer experience is to value their time.Source: Forrester
71% of consumers under 25 believe quick responses from customer service representatives improve their experience.Source: Comm100
73% of customers say that time is critical in determining a good customer service experience from a poor one.Source: Hubspot
Proactive customer service messaging can result in a 20-30% reduction in call center calls. That can lower contact center costs by as much as 25%.Source: Enkata/MyCustomer
75% of online customers expect help within five minutes.Source: McKinsey
33% of customers said they’re not willing to wait on hold at all. 27.6% said they would wait 1 minute, and only 4.1% said they’d wait as long it took.Source: Plum Voice
Customer expectations for chat response times are high, and are willing to wait just 45 seconds to speak to an agent.Source: Com100

Statistics About Personal Data and Security in Customer Service
88% of people trust companies that vow not to share their personal information without permission.Source: Salesforce
92% of customers appreciate companies giving them control over what information is collected about them.Source: Salesforce
90% of people are more likely to trust a company if they have a firm privacy policy.Source: Salesforce
56% of customers don’t have a problem sharing their personal information in exchange for better customer service.Source: Salesforce
Customer service agents only ask for a customer’s name 21% of the time.Source: Glance
Statistics About Customer Service and Social Media
48% of consumers expect a response to social media questions and complaints within 24 hours.Source: Statista
33% of consumers in the United States do not expect an answer when asking a question of a company’s social media.Source: Statista
33% of people aged 18-34 have contacted a company’s customer service via social media.Source: Microsoft
55% of people age 18-34 have praised a brand or its customer service over social media.Source: Microsoft
Both in the United States and worldwide, 18% of customers expect a response from a company’s social media within one hour.Source: Statista
65% of people aged 18-34 believe social media is an effective channel for customer service, while 75% of people aged 55 and over do not.Source: Microsoft
One-third of Americans have used social media to complain about a brand or its customer service.Source: Microsoft
It’s estimated that companies only acknowledge around 45% of customer service requests over social media.Source: Kolsky
33% of customers have contacted a company using Facebook and similar social channels.Source: Forrester
23% of businesses use social media as a tool to collect and analyze data.Source: Gartner
Statistics on Customer Service Representatives and Agent Satisfaction
The customer service industry has the highest employee turnover rate of all businesses. Call center statistics have placed it as high as 45%!Source: QATC
The Human Resource Institute estimates that turnover costs about $10k-$15k for a frontline employee.Source: QATC
31% of consumers consider a knowledgeable agent the most crucial factor for a positive customer experience.Source: Thomasnet
83% of high-performing service agents say they get the training they need to do their job well compared to only 52% of underperformers.Source: Salesforce
73% of customers fall in love with a brand because of friendly customer service representatives.Source: RightNow
10 Proven Call Center Training Methods
Engaged, knowledgeable employees deliver a better customer experience and close 33% more deals.Source: Bluewolf
Only 31% of businesses reward employees for improving the customer experience.Source: Forrester Research
65% of organizations that focus on frequent training see advantages in First Call Resolution.Source: Aberdeen Group
Companies that excel at customer experience have 1.5x more engaged employees than companies with poor customer experience.Source: Customer Contact Mind XchangeThe post Blog first appeared on Fonolo.

The problem with becoming defensive is that our internal narrative gets in the way of expressing what’s actually going on. Because we’re imagining all the blame and shame and scorn that the other person may or may not be feeling toward us, we bring those feelings into our words and actions, and end up making a mess.

And the problem with being offensive is that the person we’re offending can no longer hear what we’re saying.

Communication lives between the two. When we can describe the actual, the same way we might talk about the weather. Here is what is. Simply that.

As we kick off a new year, CX teams are still grappling with the fallout from the pandemic and its implications for consumer behaviour and customer interactions.  There are likely to be more bumps in the road ahead but as businesses map out their strategies for customer success in 2022, there are some fundamental guiding principles and examples of brand best practices that they can follow.     1. Make it personal   Personalisation will be…
The post The recipe for CX success in 2022 appeared first on Customer Experience Magazine.

Some people say “hobby” like it’s a bad thing. In a race for more, it seems as though doing something you don’t get paid for, something that requires patience and skill–well, some people don’t get it. They’d rather troll around on social media or watch a rerun.

A generation or two ago, hobbies were things like paint by number or candlemaking, or perhaps a woodshop. That’s changing. Not simply because computers allow us to be far more professional, but because the very nature of the output is different.

This might be the golden age for a new kind of hobby, one that’s about community, leadership and producing public goods, not private ones.

Because it’s so much easier to connect and because ideas multiply, the generative hobby gives us a chance to make a contribution, even (especially) when we’re not at work. Sharing ideas, leading, connecting…

Wikipedia is the result of 5,000 people working together to produce a resource that’s used by a billion people. The people who have contributed the most don’t work there, they work on it.

Jeff Atwood is transforming a long-lost and influential book into a modern tool for a new generation. Github is a professional tool, but it’s also become a clearinghouse for project that simply exist to make things better.

It’s magical when it works. I’ve spent the last three months working with a cadre of people on a community project, and it’s been a highlight of my career.

Perhaps “generative contribution” is a better name for it. But I’m all for reclaiming “hobby,” because the way we spend our time is the way we spend our lives.