5 Great Call Center Agent Retention Strategies
We’ve all heard about the human touch and how important it is
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Conspicuous (non) consumption
One way to show status is by demonstrating how many resources you have. A bespoke suit, a huge graduation party, a fancy building… A bully who physically intimidates or an angry driver who cuts you off in traffic are each working to show their status and strength. But it’s also possible to demonstrate security and […]
Top ten CXM interviews with women in leadership
At Customer Experience Magazine, we put gender equality at the centre of our content strategy. More than 80% of our contributors are women, powerful CX leaders, consultants, solution designers, and innovators. We advocate for hearing female voices – so much so that 70% of our top contributors of 2022 were women! We’re a safe space for…
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Debunking the four misconceptions of women in tech
There is no force more powerful than a woman determined to rise! However, common misconceptions that plague our nation’s STEM industries could mean that not enough women are given the necessary confidence, tools, and opportunities to begin a career in these subjects. Let’s take the UK tech industry, for example. A report discovered that only 17% of the IT sector’s workforce is made up of females. With young, impressionable women exposed to misleading and inaccurate theories, it’s no…
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Accessible design: creating a positive experience for elderly customers
I was born and raised in an Indian joint family with a variety of age groups under one roof. This helped broaden my horizons of different perceptions from an early age. My grandparents were never tech-savvy and always struggled with any kind of digital activity. They would just ask their grandkids to get the job…
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Four CX investments that organisations should prioritise in 2023
According to Gartner research, CX is recognised as a priority with 76% of executive leaders surveyed indicating they see CX as critical to meeting the organisation’s business goals. Organisations with an effective CX strategy were less impacted by revenue loss during the pandemic years. While encouraging to see the emphasis being placed on CX by leadership, what specific strategies do organisations need to focus on…
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Is it a t-shirt brand?
Not all projects become t-shirt brands, nor should they. The risk is in thinking you’re building one when you’re not. T-shirt worthy brands are a very small subset of the whole. The question is: Would your customers want to wear your logo on a t-shirt? Why? If you’re creating identity, possibility, connection and giving folks […]
Allocating scarcity
If we’re lucky, we invent something that’s going to be in high demand. Reservations at a hot restaurant. Limited edition trading cards. Concert tickets… How to decide who gets them? One attractive option is “first-come-first-served.” It feels fair, after all. The theory is that people who really want what you have will spend time (waste […]
Revisiting stamps for email
I started agitating for this in 1997 and wrote about it in 2006. The problem with the magical medium of email is that it’s an open API. Anyone with a computer can plug into it, without anyone’s consent. This creates an asymmetric attention problem. The selfish, short-term-thinking sender benefits by emailing as many people as […]