Category: Customer Experience

With around 250 million monthly active users as of July 2021, Microsoft Teams has quickly emerged as the go-to choice for today’s remote and hybrid working landscape. The Teams environment is packed with everything employees need to be their most productive, from the screen and file-sharing tools to solutions for video calling. However, most of the users accessing Microsoft Teams today feel it’s important to implement an additional solution for business voice. While Teams has its own voice offerings, they can be somewhat limited compared to dedicated solutions from leading UCaaS providers. Fortunately, that’s where 8×8 Voice for Microsoft Teams steps in. Created to offer contact centre and advanced telephony tools to Teams users, 8×8 Voice for Microsoft Teams can help to empower your teams and drive better customer experiences. Source: https://www.cxtoday.com/reviews/contact-centre-reviews/8×8-voice-for-microsoft-teams-review-pre-built-integrations/
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We are happy to share with you that our client Capita announced the customer service contract renewal with the RSPCA for a further eight years. What will this long-term partnership bring to both companies? Our team summarized the overall benefits of this strategic business move. Read all about it in the following paragraph. Prioritizing animal…
The post Capita signs customer service contract renewal with the RSPCA appeared first on Customer Experience Magazine.

In the past thirty years, plenty of research was conducted around the factors impacting employee engagement and organizational change. According to the recent research by Gallup, almost 85% of employees worldwide are still not engaged at work. We believe it’s always the right time to reflect on the findings again and explore the power of…
The post Your guide to employee engagement and organizational change appeared first on Customer Experience Magazine.

Are you ready for this year’s CX day? Join CXM in celebrating this important day and actively participate in an event organised to connect professionals around the world! The 5th of October this year could be the best one ever. Wonder why? CXM invites you all to step out of your comfort zone and share…
The post Real talk at CXM: join our interactive CX day celebration appeared first on Customer Experience Magazine.

That’s the best sort of breakthrough idea.
An idea that after it is seen, can’t be unseen, an idea that changes what comes next.
No need to change the world. A tiny part of the world, even one person, is enough for today.

It’s essential.

Domain knowledge is a gift. It’s how we advance in our field and in society. The insights and false steps of those that came before us, laid out clearly, there to be learned.

And it’s sort of a trap.

Because you used to be able to do ALL the reading. You could read all the essential science fiction books before you wrote yours. You could watch all the key movies before you directed yours. You could understand all the current thinking in a field of medicine before you prescribed a drug…

No longer.

Some people have responded to the long tail of available “reading” by deciding to do none of it, as if naive beginner’s mind is an appropriate strategy for a professional.

And some have responded by simply freezing in place, demanding perfect knowledge before making an assertion.

Clearly, the successful path lies somewhere on the curve.

There comes a moment in doing your reading where new work begins to rhyme. When you start to see the connections. When you understand who influenced the person you’re engaging with right now.

That’s the moment to begin shipping your work and making your own assertions.

AI, automation and data are key to scaling up to the enormous requirements customers are bringing to the door of the business. Source: Ventana https://preview.redd.it/vzowgy59lnp71.png?width=1024&format=png&auto=webp&s=24a85528e3e8a0cf2168d1dbde96d9f145761c04
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In an expert-run industrialized economy, there’s a lot of pressure to be the one who’s sure, the person with all the answers.

Far more valuable is someone who has all the questions. The ability to figure out what hasn’t been figured out and see what hasn’t been seen is a significant advantage.

Rarest of all is the person with the humility (and confidence) to realize that even the list of questions can remain elusive. Finding the right questions might be the very thing we need to do.

G2 Ranks UJET #1 in User Satisfaction for the 6th Consecutive Quarter!

SAN FRANCISCO, CA – September 28, 2021 08:00 AM Eastern Daylight Time – UJET, Inc., the world’s first and only CCaaS 3.0 cloud contact center provider, has been named the leader in G2’s Fall Grid® Report for Overall Satisfaction in Contact Center Operations Software. Based on actual product user reviews, G2 reports that UJET consistently receives the highest satisfaction ratings in the industry, beating out major players in the contact center space. 
UJET also earned 51 badges, including Leader, Best Usability, Best Support, Users Most Likely to Recommend, Leader Enterprise, Momentum Leader, Easiest Setup, High Performer Enterprise, Easiest to Use, Best Meets Requirements, Best Results, Best Relationship, Most Implementable and Easiest Admin. 
Key Takeaways include: 

UJET has a 98 out of 100 score for user satisfaction – the highest of all category vendors evaluated
UJET is #1 in Satisfaction for Enterprise, Mid-Market & Overall Contact Center Operations Grid  
UJET is the leader across 16 G2 Fall Reports for 2021

“This continued recognition from G2 and our users really reinforces that there’s a changing of the guard taking place in the contact center market,” said Baker Johnson, Chief Marketing Officer, UJET. 
“The old omnichannel vendors are heavily invested in and promoting the status quo, but the market is desperate for disruption and innovation.
We’re grateful for the feedback from our UJET customers, because it validates that we’re delivering that innovation, and reinforces our commitment to making bold moves on their behalf.”
“Rankings on G2 reports are based on data provided to us by real users,” said Michael Fauscette, Chief Research Officer, G2. “We are excited to share the achievements of the products ranked on our site because they represent the voice of the user and offer terrific insights to potential buyers around the world.” 
Reviewers praise UJET for its ‘ease of use, functionality, and support,’ highlights from some of our favorite reviews over the last quarter include:

“UJET is the best customer support tool in the market! You can call and chat with customers and it’s very user friendly. Admin access will get you all the required reports to calculate customer satisfaction.” – Team Leader

“UJET was quick to grab from the start. Simple, yet elegant. Calls always go through and it sounds better than my phone, even! I love how you can view your own stats in real time. Perhaps what I liked best was how once I got used to the product, it was a walk in the park to use daily. Straightforward and easy!”– Corporate Customer Service Representative

“I recently started using UJET and I must admit, it’s pretty awesome and very easy to use! It’s definitely helpful for me to see how many calls I’m taking as it helps me always strive to take more and more calls.” – Help Desk Assistant

Additional Resources

Read the 2021 G2 Fall Contact Center Operations Report for full details on UJET’s G2 rankings in comparison to other CCaaS vendors

Hear directly from customers why they selected UJET and the difference it is has made in their contact centers

Hear from some of the most innovative and disruptive companies around the world on how UJET is helping to transform their customer experience

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 G2 Reviewers Prefer UJET Compared to NICE, Genesys, Talkdesk and Five9 appeared first on UJET.

The key to a great customer experience starts on the inside. Another way of saying it: What happens on the inside of the organization is felt on the outside by the customer. The way to ensure a positive internal culture is The Employee Golden Rule, which is to do unto employees as you want done unto customers. This is where the customer experience begins. Here are six ways to create a better employee experience.
Vocabulary
Feedback
Recognition
Accessibility
Communication
Empowerment
Source: https://www.forbes.com/sites/shephyken/2021/09/12/the-secret-to-a-great-customer-experience-is-a-great-employee-experience/?sh=7d3d071c82c4
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