Category: Customer Experience

Piano tuners have a vital job… and very few pianists do that work themselves.

Who maintains your tools?

Perhaps it’s a computer with all the software that goes with it. Do you have a world-class pro, someone who is up-to-date, skilled, innovative and empathic making sure that they’re working well? Or are you doing it yourself, muddling through?

If we have mediocre tools, why should we expect great work?

Or perhaps it’s not the software or the hardware that needs tuning. Perhaps it’s our attitude, our approach to work, the way we deal with possibility…

A self-representing lawyer might have a fool for a client, but the rest of us are probably suffering from tools that aren’t what they could be.

After almost two years of isolation due to lockdown, many of us ended up being burned out, anxious, or lonely. Empathy, human connection, and quality relationships are righteously the buzzwords in the modern business world. The time has come to rethink how the trend of feeling lonely as a customer will impact the CX industry….
The post Gartner’s new research: 75% of customers will call customer support due to loneliness appeared first on Customer Experience Magazine.

The post The customer service trends that characterised 2021 appeared first on UJET.

Hey everyone! We’ve launched CloudTalk Go on Product Hunt to help Sales, Support & Operations teams make, receive and track business calls directly on your phone. Come and hang out with us! 🙌 https://www.producthunt.com/posts/cloudtalk-for-mobile
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Why does Reddit not have any communities negative towards Amazon, where they can share their stories and experiences. All I can find is Amazon owned communities, that are glowingly influenced by a autobot. Censorship really is alive and well on Reddit – you can’t speak about anything any more.
submitted by /u/SaltyBrainRain [link] [comments]

They’re not the same.

Precision brings granularity to measurement. You can drive around 50 miles an hour, or you can drive 54.7 miles an hour with precision.

But accuracy is how we describe doing what we intended to do. Driving in the wrong direction with precision isn’t much help, when accuracy in describing the goal would have been a better plan.

Most organizations spend their time on meetings about precision, instead of taking a few cycles to choose to be accurate instead.

Business reporting is important for any company in any industry — reports help identify issues, improve strategic goals, and promote business success! The same goes for call center reporting. As contact center leaders, you must meet your ever-evolving call center customer expectations or risk losing their loyalty.
How can you meet customer expectations? The answer lies in strong contact center reporting to help you improve your customer experience.
The Executive Guide to Improving 6 Call Center Metrics
What is Call Center Reporting?
Contact center reporting is more than spewing out data. A good contact center report extracts comprehensible information from your call center metrics and data.
With this easy-to-understand information, call center managers and call center agents can understand the state of customer experience and improve call center efficiency.
There’s a big difference between call center reporting and call center data. We’re not talking about straight facts and measurements from your KPIs — we’re talking about fleshing out that data and transforming it into actionable information.
For example, you might want to understand customer satisfaction through the CSAT score in your call center. You could assess the data over certain time periods or compare it across different departments or call center agents. You can use those comparisons to extract insightful and meaningful information, and voila! You have a call center report.
Important Call Center KPIs.
Before you create a report, you start with the data. Here are some important KPIs to consider when conducting call center reporting.
First Call/Contact Resolution (FCR).
This KPI measures how many customer calls are resolved on the first contact or call, aka before a customer hangs up. High FCR is valuable, as it improves agent productivity, increases customer satisfaction, and soothes high call volumes.
Abandon Rate.
This KPI measures how often a customer hangs up or leaves a conversation before resolving their issue.
Average Speed of Answer (ASA).
Also known as Service level, ASA measures how long it takes for agents to answer customers. For example, an “80/20” ASA indicates agents answer 80% of customer calls within 20 seconds.
Benefits of Call Center Reporting.
Call center reporting is essential for every call center, but why? Here are the benefits:
Keep customers happy. 
Forrester found that 80% of companies chose customer experience as their ideal edge against the competition.
But, customer experience goes nowhere without call center reporting. You can’t keep your customers happy without understanding them, which is what call center reporting helps you do.
The better you understand your customer, the better their customer experience/
Improve remote call center management.
Call center reporting is a great tool for call center leaders that manage a remote call center. 
Without seeing your agents in the office, data from KPIs and then, call center reporting, can help you with workforce management.
For example, you can use call center reporting to compare CSAT scores amongst different agents.. This can help you better manage agents’ performance and identify any obstacles to their work.
On the flip side, you can use call center reporting to track the call center agents that are performing the best. This will help you to promote positive feedback and recognition, even in a remote setting.
Significant cost savings.
Contact centers spend money on countless things, from labor and technology to utilities and office rent. Effective call center reporting helps you save on costs by helping you identify issues. Here’s an example:
Say you notice that your customer CSATs are consistently higher for agents working remotely. You might continue to report on this metric but it might lead you to promote more remote working models across the center, which might keep your agents more efficient and pleasant.
This will not only keep your customers happy but will also save on costs.
The Complete Guide to Call Center Management
4 Big Mistakes You’re Making with Call Center Reporting.
Are you finding obstacles to customer experience goals and contact center productivity? Call center reporting should help, unless you’re doing one of these four things:
1. You’re not using the data you have.
These days contact centers have access to hundreds if not thousands of pieces of data about their call center operation. Let’s start with the basics: number of calls from each customer, number of transfers, and number of long holds. Use the data you have for call center reporting first, then look for more.
2. You’re not using call center technology.
What good is call center reporting without strategic goals and actions that follow? If your call center reporting demonstrates areas for improvement within your call center, take action with call center technology.
One idea is Fonolo’s Voice Call-Backs, which is proven to improve metrics and customer experience! You might also consider Fonolo’s Visual IVR, which helps you save on costs and reduce abandon rate.
3. You’re overwhelmed with KPIs.
Call center reports should be digestible and actionable. If you’re reporting on every KPI out there, it’s hard to identify what your contact center goals for improvement are.
Focus on a select few key metrics to guide your call center reporting and subsequent strategic goals.
4. You’re putting too much focus on Occupancy Rate.
Occupancy rate is the percentage of time that agents spend on the phone or otherwise in contact with customers. The truth is, your agents won’t be speaking with customers all the time. They need time for training, breaks, and collaborating with managers and colleagues.
Of course, if a low occupancy rate is paired with high call volume, that might be a cause for concern. Otherwise, don’t push your agents to the point of burnout if you notice low occupancy rates. There are more valuable KPIs to assess with call center reporting.The post Blog first appeared on Fonolo.

A sealed, but empty box from Amazon UK! A few years ago when I purchased a video game called ‘ NO MANS SKY’ ‘ for the Xbox, it arrived from Amazon UK, all new, sealed and on time. The only thing is, when I removed the plastic seal, and opened the game box, there was no disc (and this was 2019, so no it wasn’t a digital download) – there was no disc!! It’s ironic really, if you know the history of the games release lol. I had to sign an affidavit to honour my statement to Amazon UK, that there was definitely no game disc, that I was being honest, I took photos and sent them to customer services – and they refunded the item. I thought it was an interesting experience, and highly ironic since the game was ‘No man’s sky’ ….when it was released in 2018, the game was unfinished, empty, and not there – kind of like the game disc 🤔 …weird.
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Outsized rewards go to people who figure out how to master a skill or a point of view, and then commit to doing it again and again.

This insight helps us with two things:

if you want a certain kind of success, it will require obsession plus the good luck to find the right thing to obsess about.
be careful not to confuse being very good at a simple game with character or wisdom or good judgment. They might go together, but they don’t always.

In most pyramids, the top gets all the attention, but it’s the foundation that truly matters. Marketing is no exception.

The base of the pyramid, the most important layer, is INTENTION.

What change are you seeking to make? Does the team have clarity, measurements and resources to prioritize this?

Intention comes with design thinking. Who’s it for and what’s it for? Have you identified the smallest viable audience and built a product and created and designed a service infrastructure around it that works beautifully for this audience?

Your story is intricately linked with your intention. If you don’t know who it’s for and what it’s for, the story can’t resonate.

A story doesn’t work when it’s your story. It works when it becomes their story.

Then comes RETENTION. Because existing customers are worth far more than new ones. If you are constantly losing the folks you worked so hard to attract, you’ll have to work even harder to find people to replace the ones who just left.

And then comes REMARKABILITY. The conversations that happen as the result of your work. The network effect is the most powerful force for growth that most organizations ever encounter, but people aren’t going to talk about your work unless they believe it will help their goals to do so.

If you’re fortunate and focused, retention and remarkability will earn you PERMISSION. The privilege of delivering anticipated, personal and relevant messages to the people who want to get them. This is the asset of the future, because building and maintaining teams to spam the world is exhausting.

And then, only then, do you have the ability to focus on tactics, words and images. What’s the narrative that engages with people eager to join you on this journey? Where is their status? What sort of affiliation do they seek?

Finally, in tiny print, hardly worth mentioning, are hype and hustle and the rest. Ignore them if you can. By volume, by priority, by effectiveness, this is nearly worthless noise, despite the fact that it gets so much attention from pundits who have rarely successfully marketed much of anything.