Category: Customer Experience

CustomersX bietet Vertrieb Beratung an. Aufgrund unserer zahlreichen Projekte konnten wir 4 Schritte zur Verbesserung eines Vertriebssystem identifizieren. In einem ersten Schritt gilt es ein leistungsstarkes Kundenwertmodell zu etablieren. Darüber hinaus gilt es, dieses Modell kontinuierlich weiterzuentwickeln.
submitted by /u/CustomersX [link] [comments]

In the last couple of months, CXM welcomed new team members to redefine itself and create a true CX community from the insight out. During several meetings where we discussed our mission and vision, we gave a lot of thought and attention to the brand value. Throughout the time, we realized this is a topic…
The post What are the essential brand value chain stages? appeared first on Customer Experience Magazine.

When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool. This key performance indicator (KPI) provides insight into how effective agents are at delivering top-notch customer service and will signal to you when certain performance areas are falling off track.
Unfamiliar with this term? We’ve got you covered. Read on for a crash course!
The Executive Guide to Improving 6 Call Center Metrics
What is cost per contact?
Cost per contact is exactly as it sounds; it’s the amount that any interaction with a customer costs your company over a specific period of time. It’s safe to say that a low cost per contact indicates call center efficiency and generally predicts success.
Here’s how to calculate CPC:
At its core, the process of measuring cost per contact is pretty straightforward. Simply pick a time period and follow the formula below. Also remember that in this context “cost per call” refers to any interaction with a customer in the contact center, including calls, texts and live website chats.
Total Call Center Costs/Total Number of Calls Answered = Cost Per Call

Though the formula seems simple enough to grasp, it starts to get tricky when you have to determine the total cost of your call center. Don’t forget to count the following:

Employee wages including vacation pay, over-time, and bonuses.
Recruiting, hiring, and training costs.
All company technology including hardware, software, and licensing fees.
Office supplies, furniture, food, coffee, etc.

How to Calculate Cost Per Contact in the Call Center
What should I be aiming for?
Ultimately, there isn’t one straight answer that fits every different contact center. The best way to know if your cost per contact is on track is to monitor it on a bi-weekly basis over the course of a few months. With this data, you’ll have a better understanding of what your contact center’s average cost per contact is and can watch for any peaks or valleys.
If you notice an increase in your CPC, you can measure other KPIs to determine what areas may be impacting the number. Use metric-tracking software to determine if your average handle time is increasing, first call resolution is falling, abandoned call rates are rising, or customer satisfaction survey results are going down. Come up with solutions to improve these metrics and you should see an overall improvement in your cost per contact.

TIP:
It can be helpful to create sub-categories for cost per contact by department. For example, sales calls tend to be on the longer side and are often handled by staff who earn more than an agent who works on general account maintenance. Keeping tabs more specifically can help you better identify what’s working and what’s not for which employees.

3 ways to reduce your cost per contact.
Design training programs focused on efficiency.
Ensuring all agents are equipped with the knowledge and training to handle calls fast and with tact is essential to keeping your cost per contact low. When agents are well-versed on their own responsibilities but also have a handle on other aspects of the contact center, it gives them an edge when it comes to redirecting callers to the correct lines or just stepping out of their usual roles to help a customer whose issue would normally need to be transferred.
5 Best Practices for Training Remote Call Center Agents
Optimize your Interactive Voice Response (IVR).
When a customer calls into your contact center, the first impression they get is the IVR. An optimized IVR can mean the difference between one-time and repeat customers, high and low customer satisfaction scores, and whether or not a caller abandons before even reaching an agent.
Have you heard of Visual IVR? It connects customers using web or mobile services to your IVR so they can easily get into the queue and schedule a call-back.
Empower your customers with self-service options.
If you give customers the opportunity to schedule their own call-backs, you give them the power to opt out of sitting on hold. Fonolo’s Conversation Scheduling technology makes it easy for agents and customers by giving callers the option to set the timing for their call-backs, ultimately smoothing out call spikes, lowering abandon rates, and helping your call center maintain a desirable cost per contact.The post Blog first appeared on Fonolo.

Early adopters change the world.

While one person choosing not to eat meat will have a small impact on our climate, it will have a much bigger impact on the restaurants, groceries and food suppliers who notice what you’re doing.

They’ll change what they offer, and that will lead to a multiplier effect of other people changing their habits.

Buying an electric car or installing solar before they’re the obvious economic choice has the same impact. Because once marketers and investors discover that there’s a significant group that likes to go first, they’re far more likely to invest the time and energy to improve what’s already there.

The same goes for philanthropy. When some people eagerly fund a non-profit with a solution that’s still in beta, it makes it easier (and more likely) that someone else will start one as well.

It also happens in the other direction. If we buy from a spamming telemarketer, abandon a trusted brand to save a buck or succumb to the hustle, the market notices.

Very few people have the leverage to change the world. But all of us have the chance to change the people around us, and those actions change what gets built, funded and launched.

In October this year, Customer Experience Magazine celebrates its 10th anniversary. Our team went busy hosting the month of festivity. Autumn turned out to be an eventful season for us, and we embraced it with the greatest joy and creativity. Along with the big event we organized to celebrate CX Day 2021, we hosted a…
The post Travelling through time with Joana de Quintanilh and Maurice van der Heijden appeared first on Customer Experience Magazine.

SAN FRANCISCO, CA – October 14, 2021 08:00 AM Eastern Daylight Time – UJET, Inc., the world’s first and only CCaaS 3.0 cloud contact center provider, announced today that it has been recognized in two categories by the 2021 TITAN Business Awards, Season 2. UJET has been awarded Gold for both Most Innovative Company of the Year and Technical Innovation of the Year in the United States. This announcement comes on the heels of two other achievements within the contact center industry for UJET:

G2 Ranks UJET #1 in User Satisfaction for the 6th Consecutive Quarter
UJET Wins SaaS Product of the Year Award 2021 by the Future of SaaS Awards!

“It’s extremely rewarding to see UJET gaining so much visibility and momentum in the CX and Contact Center space,” said Baker Johnson, Chief Marketing Officer, UJET. “The brands we’re competing with in this space have been entrenched for decades in some cases, so this continuous recognition really helps to validate and highlight disruptive innovation and value we’re delivering for our heroes on the front lines of Customer Service.”
The establishment of TITAN Awards has been an aspiration for IAA to honor and commemorate achievements and recognize expertise in every aspect of business. “We praise the phenomenal Titan-like accomplishments of a wide range of organizations, from all sectors, and their strong determination to achieve greater heights,” said Kenjo Ong, CEO of IAA. “Holding on through hardships and hassles, we intend to uplift and encourage all businesses, being the advocate of integrity for all corporate professionals across the globe.”
2021 TITAN Business Awards Grand Jury Panel
Despite their hectic schedules of managing their own business, the jury panel of the 2021 TITAN Business Awards still came through and provided valuable evaluations and insights to these astounding business entries of Season 2. These amazing individuals are well respected in their respective fields, from organizations, such as: Marie O’Riordan (PR, EML), Belinda Jane Dolan (Clariti Group), Santiago Villegas (1903 Public Relations), Roland Bägén (Tata Consultancy Services (TCS)), Jessica Tiller (Pugh & Tiller PR), Oscar Solano Brenes (Porter Novelli), Kevin Yu (SideChef Inc.), Bilal Awan (PsycReality), Tyler DeLarm (Chargeback Gurus), Ján Jászberényi (Deutsche Telekom Services Europe Slovakia), Graham Kelly (Originate Pte. Ltd), Thanasis Papapostolou (AIP Consulting Ltd), to list a few.
Exceptional Entrepreneurial and Organizational Participations
Throughout this season alone, TITAN Business Awards received entries from the United States, United Kingdom, Canada, Finland, Germany, Switzerland, Brazil, Hong Kong, and Malaysia, to name a few, and more than 500 entries were nominated. However, only the Titans of the industry emerged victorious, via high standards of evaluations.
To view UJET’s winning entries for the 2021 TITAN Business Awards’ Second Season, please click the following links:

2021 TITAN Business Awards: Most Innovative Company of the Year | United States
2021 TITAN Business Awards: Technical Innovation of the Year | United States

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.
Media Contacts
Holly Barker
UJETpr@ujet.cx
The post UJET Walks Away Victorious in the 2021 TITAN Business Awards’ Second Season appeared first on UJET.

What do traditional retailers own or control?

The building
The inventory
The relationship with vendors
Data about who is shopping and how they shop
Trust with vendors, customers, employees and landlords

And now you can see the problem.

When retailers move online, the things they used to own are either eliminated or transformed.

And many retailers, in their eagerness to compete on price and their focus on selling things that everyone else is selling end up failing to build much of anything.

Permission–the privilege to not only deliver anticipated, personal and relevant messages to people who want to get them, but the ability to work with customers toward something better–is at the heart of every retailer’s future.

But many are so busy spamming about this week’s promotions that they forgot to earn much of anything.

Are you creating inclusive experiences for your customers? Many companies aren’t. At Forrester, we recently published research on inclusive language in CX. Let me be the voice of users and demonstrate the frustration that the lack of inclusive language can cause: “There is no open box to identify yourself. Ticking ‘other’ is alienating; therefore, if…
The post Five ways to use and promote inclusive language in CX appeared first on Customer Experience Magazine.

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

The physical environment in your call center can be just as impactful as the technology you use. Ensure your space works for you, your agents, and your customers. #CCTR #ContactCenterClick To Tweet

If you’re looking to boost your performance metrics and optimize your processes, rearranging your contact center space is a good place to begin. But how do seating arrangements really factor into your contact center, and is it worth the time and initiative?
Whether you’re starting a new call center operation from scratch or you’re planning for your team’s return to the office in the post-COVID world, this is one factor that you shouldn’t overlook.
How to Foster Agent Engagement in a Hybrid Contact Center
Why is a workplace layout important for call centers?
The concept of assigned seating is not a new one, and the methods that businesses use to assign employee workstations can directly impact employee satisfaction.
Coworker dynamics are restricting policies are among the leading causes of employee burnout. While it’s important to address the roots of these challenges, call centers can mitigate these factors so there are fewer opportunities for these issues to arise.
The way your office is organized also impacts the ambience of your call center. It’s much easier for your agents to engage in meaningful customer conversation where there is minimal background noise. Consumers are always looking for a quality experience as well as outstanding support, so it will definitely be worth your trouble from a customer satisfaction standpoint.
5 Tips to Prevent Call Center Agent Burnout Before it Begins
5 tips for optimizing your call center workplace layout.
1. Develop agent seating plans.
Assigned seating may remind you of grade school, but this approach can really help support your agents so they can do their best work on the daily. Having a dedicated workstation give your employees a sense of ownership over their space, even if they technically share the workstation with other agents.
2. Focus on your floor plan.
While circle pods are great for engagement and a modern aesthetic, it’s not very effective for minimizing noise. The traditional cubicle arrangement, while dated, offers agents a quieter workspace while optimizing use of floorspace. Adding barriers between workstations is now an essential consideration for the post-COVID work world, and it can also help minimize noise and improve concentration.

TIP:
Voice Call Backs are quickly becoming an industry standard tool for its ability to reduce abandon rates, improve customer satisfaction, and manage spikes in call volume.

3. Prioritize quiet zones.
Keep meetings and training sessions in separate rooms, preferably with soundproofing. Consider how sound carries in your workplace, and the general office foot traffic so you can anticipate challenges and minimize the risk of interrupting customer calls. In that same vein, make sure that locker rooms or entryways are also separate to minimize the noise from agents coming and going.
4. Optimize placement of management.
Having your managers integrated throughout the office makes it easier to monitor and support your call center agents. Consider agent dynamics and pay attention to their interactions. Junior agents should not be placed too far from a senior agent in case they need a helping hand. This is also a great practice for hands-on training!
5. Ensure your technology complements your strategy.
Contact center hardware are software can make or break your success. According to a study by Ultimate Software, 92% of employees say that technology efficiency directly impacts their work satisfaction. Invest in flexible and scalable platforms and cloud-based solutions so your agents can worry less about troubleshooting and focus more on your customers.
Measuring your success.
You’ll know that the seating arrangement portion of your call center optimization is working when you see a number of positive metrics that prove you’re running a successful call center.

TIP:
There are a lot of factors that can impact your contact center KPIs. Don’t roll out multiple tactics at once. Rather, test your strategies individually over a few weeks to isolate the factors and their impact on your operations.

Adherence.
A quiet and peaceful contact center will boost your adherence numbers as your agents won’t be setting themselves to “busy” so they can chat with their neighbor, or because they are distracted by activities around them.
Customer satisfaction (CSAT).
When there is no annoying background noise, your agents and customers can have unhindered conversations as your agent can focus fully on the customer’s issue, providing a better overall customer experience.
8 Tips for the Ideal Call Center EnvironmentThe post Blog first appeared on Fonolo.

Here’s a business idea for you, feel free to build it if you’re interested.

Don’t waste a waiting list

The waiting list has value, and it’s also a source of frustration.

There are people waiting for delivery of a new car, or to stay in a popular airbnb or to buy a limited edition jigsaw puzzle. There are people waiting for an appointment or a reservation or a handmade luxury good as well. Or let’s say two companies are waiting for a shipment of computer chips. One has a few left in stock, the other needs them to finish a high-value product that serves people in life-threatening situations…

On one hand, it feels fair. The people ahead of us in line got there before we did. On the other hand, perhaps someone behind us needs or wants our slot way more than we do…

Swap the Line is a simple smart-contract-based system that makes it easy to trade your spot in line. Pay money to someone who wants the cash and you can swap with them. Sell your spot for more than you think it’s worth. Stay put if you want to.

This addresses problems with our current scarcity due to the supply chain along with the trade-anything mindset of crypto.

Here’s how it works:

An organization with a waiting list enables swaptheline.com

They onboard with two simple steps:

Uploading their waitlist (status and identifier) to the cloud.
Alerting the folks on the waitlist that swaptheline is supported.

If you’re ready to swap yourself to a different spot on the list, simply enter how much you’re willing to pay to go how far on the list. Or enter how much you’re willing to take to swap with someone behind you.

Perhaps there’s a list of bids and you can grab one, or perhaps it’s done automatically.

Either way, the system simply updates the waitlist in the cloud and transfers the money.

Some percentage of the transaction goes to the host, and some percentage goes to swaptheline for running the smart contracts and user interface that makes it work.

There’s a popular jigsaw puzzle company that has a six-month waiting list for a chance to buy one of their $200 jigsaw puzzles. If they kept 15% of the swaptheline percentage, it’s easy to see how they could double their profit at the same time that they served their customers better–because no one buys or sells a spot on the line unless they want to.

Or consider the 50,000 people now eagerly awaiting news about their new Rivian pickup truck. The truck costs $70,000. The deposit to get on the line was $1,000. A person could swap their spot at #100 to someone who is #18,000 and probably make enough to pay for half the car. And if even 10% of the line did a swap at an average price of $6,000, Rivian would earn $5,000,000 in profit simply by giving their customers what they want. The rigidity of the line is a sort of tax that ignores the market.

Or perhaps it’s something more civic-minded. The organization could allocate their percentage, perhaps they set it at 50%, for a local charity. It could easily replace a fundraising gala or two…

This is one of hundreds of examples of the impossible things an always-on network can do, things that feel odd at first and then obvious.

Have fun.