Category: Customer Experience

The entire world is buzzing about ways of working. We are preoccupied with remote and hybrid models, wondering whether these solutions will become our future. One company in the UK, however, decided to take the matter into its own hands and test a specific working model. After the initial trial period and a lot of…
The post Introducing the 4-day work week appeared first on Customer Experience Magazine.

Hey people, I wanted to share with you a great CX tool launching today on Product Hunt. If you’re looking for a real all-in-one solution for handling all your new user’s onboarding processes, this one is very complete and efficient! Product Fruits, the leading platform for product adoption, allows you to: 👷 Create and install step-by-step tour guides for onboarding new users. https://preview.redd.it/qids6sjpbxd71.jpg?width=1080&format=pjpg&auto=webp&s=08f3cb7eea3b16e3b402eed955b8a4d2db6fd06b ⚒️ Generate and display useful hints, tips, and tricks to improve your customer’s knowledge of your product. 📢 Improve your external communication via a great feature announcements module. 🥰 Collect your customer feedback in real-time (and in the video) to help you reduce churn while improving your product. 🛣️ Analyze and process data about your customer journey to discover and eliminate the roadblocks on their way to success. Feel free to visit the PH page, try the app for free and let your feedback! 👉https://www.producthunt.com/posts/product-fruits Did you have a chance to try it? What did you think about it?
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It’s easy to imagine that over there, just a few steps ahead, our problems will disappear.

Pessimists, of course, are sure that instead of disappearing, tomorrow will make things worse.

The truth is pretty simple: All we do, all we ever do, is trade one set of problems for another.

Problems are a feature. They’re the opportunity to see how we can productively move forward. Not to a world with no problems at all, but to a situation with different problems, ones that are worth dancing with.

HT to Gabe.

What is the current status of customer experience in real estate? Although the property industry has a direct impact on people’s lives, CX hasn’t traditionally been in its focus. In recent years, however, we have seen a noticeable development of customer experience in real estate. We have with us Charlotte Crawley, Culture and Experience Director…
The post Customer experience in real estate: An interview with Charlotte Crawley appeared first on Customer Experience Magazine.

I’m trying to learn about customer experience from a strategic point of view and also just trying to learn as much as possible about it! Any suggestions of where I should start? Thanks!
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Genesys Engage cloud Email uses the same technology and user interface that powers the Genesys Engage intelligent Workload Distribution (iWD) product, which can provide amazing gains in efficiency and backlog management of work items. The new Genesys Engage cloud Email delivers:
Improvements in efficiency and processing times – Through workload management and the omnichannel desktop, which shows other interactions with the same customer in a threaded view. Automatic prioritization of large workloads — Reduces cherry-picking to ensure highest-priority emails are handled first and SLAs are met. Greater visibility into backlog — New dashboards with filtering and saved views give supervisors and admins real-time insights into email backlog. Self-service management for configuration and ongoing changes — Connect to your corporate email in just a few clicks, and give business users control to easily create and edit rules and prioritization schemas.
Full article: https://www.genesys.com/blog/post/whats-new-in-genesys-engage-cloud-optimizing-email-flows-to-deliver-superior-cx
submitted by /u/vesuvitas [link] [comments]

Performance measurement isn’t a new concept. Italian mathematician Galileo was already talking about the importance of measuring progress in the late 16th century: “Measure what is measurable and make measurable what is not so.”
Several centuries later, Galileo’s words still ring true for contact centers. These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. Take your pick — first call resolution (FCR), abandon rate, customer satisfaction (CSAT), and more.
How to Foster Agent Engagement in a Hybrid Contact Center
To evaluate call center agent performance, companies should examine both agent knowledge and the overall performance of the call center.
While there are many KPIs to choose from, they’re not necessarily equal when it comes to evaluating performance. The right KPIs depend on the contact or call center. And, it’s important to integrate the assessment of multiple KPIs for a more accurate evaluation.
Important KPIs for evaluating call center agent performance.
Let’s take a deeper look at some KPIs that help contact centers measure their agents’ performance.
First call resolution (FCR).
FCR measures the percentage of customer queries that are resolved within the first interaction. If customers need to reach out multiple times to resolve a single issue, you likely have a low FCR rate. Not only does a high FCR improve customer experience, but it also indicates high efficiency in your agents.
Average speed of answer (ASA).
ASA refers to the average response time or amount of time that it takes for an agent to answer a call. Shorter ASAs indicate higher efficiency for your team.
Abandon rate.
Abandon rate, or abandonment rate, refers to the number of callers that abandon a call (hang up) while waiting for an agent to answer. It’s important to note, however, that abandon rates aren’t always indicative of a specific agent’s performance. Sometimes, a call center is overwhelmed or understaffed, resulting in long wait times.

TIP:
Smart routing is a great tool for lowering abandon rates.

Net promoter score (NPS).
Net promoter score (NPS) is a metric that measures the likelihood of a customer recommending the company to friends, family, and colleagues. This data is often collected as a survey question, asking customers to rate the service on a scale of 1 to 10.
Customer satisfaction score (CSAT).
Customer satisfaction score, also known as CSAT, measures how satisfied a customer is after completing a call or other interaction with an agent. CSAT is usually measured through an interactive survey at the end of a call.
How to Improve Contact Center Agent Performance
How to provide constructive feedback to your agents.
Begin with a self-assessment.
Invite your agent to assess their own performance and customer service first. Let them fill out a scorecard template and answer general questions about their work.
This gives your agents a chance to take the lead in their growth with your business. It can also help them practice self-awareness in their work and identify areas for improvement, creating a more collaborative dynamic between agent and manager.
Use evidence and leverage BI.
When providing constructive feedback to your agent, make sure they know where it’s coming from. Avoid telling them blanket statements without evidence.
Business Intelligence, or BI, analyzes your metrics and turns the data into actionable items. Call center agent scorecards are also great tools to show agents how their performance looks throughout calls. You can accurately fill out scorecards using technology such as real-time call monitoring.
Identify strengths and celebrate them.
Constructive feedback isn’t always centered around negative feedback or areas for improvement. It can also include positive feedback, so make sure you tell your agents what they’re doing right!
Some agents might perform lower when it comes to handle time and first call resolution while achieving high CSAT scores. This indicates that customers love chatting with them, and they provide exception customer experiences. Every agent has unique strengths, and recognizing them improves agent morale.

TIP:
Always identify areas for improvement within the context of their successes. Low ASA may be a cause for concern — but if your CSat and NPS is high, it’s likely that your customers are engaged and happy with the service.

Post-evaluation best practices.
So you evaluated your agents’ performance. Now what? Close the loop with opportunities to address the points brought up in an agent’s evaluation.
Provide additional training.
If your agent displays a need for improvement in first call resolution or customer satisfaction, offer them additional training to help them improve. Call center agent training can take the form of courses, seminars, videos, and other activities that teach and inform agents about successful work practices.
Offer coaching sessions and mentorship.
Depending on their learning style, one-on-one learning can be more effective for certain agents. Consider offering mentorship opportunities or coaching sessions to help agents improve their performance.
A call center might consider establishing an in-house volunteer mentoring program for this purpose. And, don’t be afraid to offer incentives! Make it worth an agent’s while to volunteer for the program.
8 Simple Ways to Improve Agent Performance in the Call Center
Final thoughts.
Call center agents have challenging jobs – it’s important to measure performance to ensure agents are consistently providing quality service. Evaluating call center agent performance isn’t only about criticism – it’s about effective call center management, measurable metrics, and of course, consistent support.The post Blog first appeared on Fonolo.

Which comes first? The feelings, the facts, or the story we tell ourselves that leads to the feelings?
It’s surprising that I ended up at the college I went to.
Back in 1978, there were two ways to visit campus if you were taking a subway from the airport. One route went through Harvard Square, with its magical campus, and then via bus down youth-friendly Mass. Ave., past Steve’s famous ice cream parlor and on to the small school. The other route, the route the admissions office suggested when I called them, went through gritty Lechmere, then by bus past wood-frame houses built in the 1950s, then some more grittiness and then on to the back of the campus.
It would have been easy to use the feelings that the second route created in me, a solo traveler barely 17 years old, to invent a narrative about what was missing from this choice of school.
We like to think we make complicated decisions based on rational analysis, but most of the time, we actually make an emotional decision and then invent a rational analysis to justify it.
That’s why so many kids pick a school based on how it felt to go to a football game there in October. Or why it matters if it’s raining on the day you visit. Feelings first, then they create a story. Facts come in third.
If our goal is to help people make better choices, it helps to first create better feelings.

Arithmetic is a chore. It’s a ceaseless list of things to be memorized, with few understood. It is easily replaced by an app on a phone.

Math is elegant, magical and breathtaking. Math involves little memorization and a lot of understanding.

If we teach kids math, the arithmetic will take care of itself.

After all, the marketplace is scalable, independent, self-funding, convenient and persistent.

Except there are problems that the market hasn’t solved, and probably can’t. A century into this worldwide experiment, the market hasn’t solved mass education, it’s made obesity and health problems worse, and it has dumped an enormous amount of long-term toxic waste into the world where we all live.

Patient capital can work wonders, but networked economies are becoming ever more impatient in their race for basis points and shortcuts.

When we hand a chronic problem over to the market, it might be because we can’t bear to look at it or take responsibility for the hard work and sacrifice it will take to solve it.

If the market can solve a problem, it’s a bargain. Markets are effective listening devices and resilient and often self-coordinating. But expecting the market to solve every problem isn’t useful.

Sometimes, the specific tools of the open market aren’t aligned with the problem at hand. Externalities, patience and incentives are all worth considering before we decide the problem will solve itself.