Category: Customer Experience

I’ve been looking for new CX roles but every salary and job-hunting website I check gives me irrelevant results. If you look for “Customer Experience ____” (Lead, Manager etc) I still get roles for:
Customer Support Customer Service Advisor and so many more roles that are simply not even in the same field (lots of Retail positions).
Why are we still at this point in the game in 2021??? It frustrates me so much. Customer Service/Support is part of CX of course, but if I were looking for these kinds of roles I would search for them?? Don’t get me started on finding salary data that actually match the role I’m looking for. Do you have the same experience? How do you find suitable positions online? Which website do you use? (I’m based in UK/Europe, lots of big websites are US-only)
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Hey CX People! We’re looking to build a long-term relationship with a love of writing and storytelling who is also passionate about, and experienced in, leading customer experience initiatives and teams. You’ll be pitching, researching, and writing articles on The CX Lead, a forward-thinking publication and community for leaders in CX who are passionate about developing more human-centered experiences and helping other CX professionals succeed in their careers. You’ll be working on a per-piece contract basis offering flexibility to support your busy schedule. You could write one article per month, or one every other month, for example. Topics we cover are:

Customer journeys: mapping, empathy mapping, journey analytics
Community building: creating branded communities to build customer loyalty
Customer intelligence: using customer data, CX data technologies, roles & skills
Emerging tech in CX: sentiment analysis, behavior mapping, augmented reality
CX leadership: leading CX teams, spearheading CX initiatives in your company
CX careers: career and job information, career stories, career advice
You’re a great fit if you…

Love writing about experience topics, ranging from the philosophical to the practical side of the profession. You love sharing knowledge and want to make a name for yourself as an expert in this niche. Experience design is actually your thing. We’re looking for thought leaders (or thought leaders “to-be”) with experience in the field.
Own your work—and want a platform to build an authentic relationship with a wide audience. We care deeply about our rapidly-growing audience and want to publish best-in-class content that they will absolutely love.
Must-haves
Professional experience in CX: CX management, digital transformation, employee experience design, patient experience design, digital experience management, service design, etc (3+years) English writing skills and a willingness to improve Adaptable voice and tone (we have a style guide to help) The ability to breathe life and inject humour into traditionally dry topics.
Nice to haves
Previous writing experience, either on a personal or company blog Experience writing SEO-friendly, long-form blog articles.
Contract Details
This is not a typical “content marketing” copywriting job. Instead, we want you to become a strategic contributor to the publication, share your articles on social media, and contribute to the voice of the brand Article length: from 800 to 2,000+ words Compensation: $200 USD per article (with opportunities for more qualified writers to earn more).
Benefits
You’ll be working in tandem with a friendly, multi-disciplinary team experienced in content production, digital marketing, community building, and SEO You have the chance to work on interesting projects and have a byline on a trustworthy, reputable blog Flexible workload Flexible schedule No weekends Ongoing & long-term work.
How To Apply Sounds like your cup of tea? Excited to get writing, share your knowledge and build your brand? Please use this form to apply. Thanks in advance for your interest!
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CXM is happy to support this year’s CXPA CX day celebration! The CXPA will host an amazing event on the 5th of October to celebrate the most exciting day for CX professionals across the world. Each year on the first Tuesday in October, the worldwide Customer Experience community celebrates the importance of customers and customer…
The post Your CX day with the CXPA community: register today! appeared first on Customer Experience Magazine.

Rising Contact Center Star’s Patented SmartActions Represent a Quantum Leap Forward for CX and Digital Transformation

SAN FRANCISCO, CA – September 21, 2021 08:00 AM Eastern Daylight Time – UJET, Inc., the world’s first and only CCaaS 3.0 cloud contact center provider, has been awarded the 2021 SaaS Product of the Year by the Future of SaaS Awards! 
UJET replaces outdated, legacy contact center software so customer service leaders can deliver the modern, digital experiences their customers expect and deserve.
“We’re thrilled to announce UJET as the winner of the SaaS Product of the Year 2021 here at the Future of SaaS! We had many great nominations, but UJET impressed us with their commitment to going above and beyond in analyzing what customers need and anticipating those gaps in the market to create a truly innovative product,” said Gemma Davies, Event Director and Community Manager at Future of SaaS.
“We are incredibly excited and honored to be recognized as the 2021 SaaS Product of the Year winner by Future of SaaS,” said Baker Johnson, CMO of UJET. “Customer Service organizations have been treated as cost centers and asked to do more with less for far too long.  That’s all changing now as enterprises recognize the value and significance of their customer experience, and we’re proud of the disruptive innovation we’re delivering for CX leaders.”In addition to the 2021 SaaS Product of the Year award, UJET also recently received its sixth consecutive #1 Ranking in User Satisfaction in Contact Center Operation by G2, the largest and most trusted software marketplace, helping 5.5 million people every month make smarter software decisions based on authentic peer reviews.
Additional Highlights:

The G2 Fall Contact Center Operations Report shows UJET as a Leader across 16 G2 Fall Reports in 2021

Built In SF names UJET as one of the  100 Best Places to Work in the Bay Area 2021

To view the full list of Future of SaaS award winners, visit: https://futureofsaas.io/the-future-of-saas-awards-2021-winners

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, Twitter.

Media Contacts
Holly Barker
UJETpr@ujet.cx
The post UJET Wins SaaS Product of the Year Award 2021 by the Future of SaaS Awards! appeared first on UJET.

As a call center leader, you rely on your call center managers to ensure everything runs smoothly. But call center managers don’t have easy jobs — reviewing metrics, engaging employees, onboarding new talent, researching the latest call center technology, and keeping customers happy are only a few parts of a call center manager’s day.
All companies have different methods for measuring call center performance, including productivity and efficacy of operations. Call center managers have many tools to evaluate call center performance, including call center agent performance evaluations.
But, who evaluates the call center manager? That falls on everyone – the executive team, the agents, and sometimes the call center manager themself.
Creating a Customer Service Strategy That Drives Business Growth
Why performance evaluations are important.
Performance evaluations are necessary for any contact center’s quality assurance program. At the end of the day, the main goal for performance evaluation is to improve customer experience.
Customer experience is a top priority for call centers, and maintaining a high standard requires you to evaluate call center performance. Did you know it takes 12 positive interactions for a customer to get over one bad interaction? Running smooth operations ensures customer satisfaction scores are up, and both agents and managers must consistently maintain or improve their skills and knowledge to satisfy customers.
Performance evaluations increase manager and agent productivity. By regularly assessing performance, call center staff can stay relevant in their knowledge and plan a course of action for any performance shortcomings.
Manager-agent relationships should be positive, and performance evaluations build trust between the two parties. Agents feel more empowered and eager to improve if they see manager evaluations. Additionally, strong connections and conversations can take place in performance evaluation chats, which builds trust and overall engagement.

DID YOU KNOW?
It takes 12 positive company interactions for a customer to get over one bad interaction.

Top KPIs for call center managers.
KPIs, or key performance indicators, help you measure performance using data. Here are some top KPIs for call center manager evaluation:
Abandonment Rate.
Abandonment rate measures how often a customer hangs up the call before speaking with an agent. High abandonment rates may be a result of ineffective scheduling — however, there are many other factors that play into this metric, so be aware of that. Most often, abandonment is a symptom of long hold times.
5 Pitfalls to Avoid When Measuring Abandonment Rate
Average Handle Time (AHT).
This shows the average amount of time each call takes. If AHT is high, it might show some inexperience or lack of knowledge in certain agents. This KPI could indicate that a call center manager needs to invest more time in training agents.
First Call Resolution (FCR).
First-call resolution, or FCR, measures how often a call center resolves a customer inquiry within one call. Success for this metric is driven by how knowledgeable your staff is, how efficiently they work, and your quality of customer service. High FCR rates indicate strong agent and manager performance.
Best practices for call center manager evaluations.
Here are some quick tips for a great performance review for a contact center manager:
Allow agents to evaluate managers.
Did you know that managers are responsible for 70% of employee engagement? Call center managers evaluate agents’ performance, so why shouldn’t agents do the same?
By inviting feedback from agents, you improve their engagement by making them feel heard. Additionally, agents have more insight into a manager’s performance than an executive team does. While the higher-ups can use KPIs and other documented resources, it’s the agents who see managers in their day-to-day.

Did you know that #CallCenter managers are responsible for 70% of employee engagement? #CCTR #ContactCenterClick To Tweet

Measure the right KPIs.
Not every KPI is indicative of a manager’s poor or great performance. Make sure you’re using the right KPIs to evaluate them. For example, if your company is notoriously short-staffed, long wait times might not be the right KPI or call center metric to assess your manager.
Create a structured plan of action.
Performance evaluations aren’t just about feedback. Successful call centers use feedback to take action. Call center manager evaluation should identify a manager’s strengths and areas for improvement. Structured plans of action might include coaching, training, and an increased budget for call center technology.

TIP:
Leverage business intelligence (BI) to create relevant performance plans for each manager or agent.
The post Blog first appeared on Fonolo.

“To prosper over time, every company must not only deliver financial performance but also show how it makes a positive contribution to society.” Larry Fink—Founder of BlackRock The Covid-19 pandemic has fundamentally changed the way we look at the world, including our relationships with family, friends, employers, public spaces, technology, and wider society. Over the…
The post Purpose-led leadership – the new strategic imperative appeared first on Customer Experience Magazine.

“When a measure becomes a target, it ceases to be a good measure.”

Marilyn Strathern expanded on Charles Goodhart’s comment about monetary policy and turned it into a useful law of the universe.

As soon as we try to manipulate behaviors to alter a measure, it’s no longer useful.

That’s why you can’t believe social media metrics. Because they don’t measure anything except whether someone is good at making them go up.

Adam Smith and David Ricardo argued that all value comes from labor, and the value of something is in the amount of labor it took to produce it.

But Henry George understood that this is backward. The value of something lies in how much labor we’re willing to exchange for it.

Too often, we’re tempted to price things based on what they cost us to make. It’s more useful to price things based on what they’re worth to those that might want to buy them.

Heyyy everyone! A friend is asking me for help to share this survey, so if you have 5 minutes to do it, would be amazing! He’s writing his final thesis on Conscious Corporate Brands focusing on the business model of a Swedish firm called “A Good Company”. Good company because they try to be sustainable and transparent from A to Z. He would like to know your standpoint on how sustainable and transparent brands affect your behavior and particularly your decision-making when it comes to online retailers. Thank you all for your participation! Have a great day 🙂 https://docs.google.com/forms/d/e/1FAIpQLSd3yiwZLG3jtiogzEg224kMn9i9YO5hA_IiTezA4m8o_85gyg/viewform?usp=sf_link
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