Category: Customer Experience

I found this certificate and wanted a more in depth explanation of what I was getting myself into if I took it. Is CX design different than just a CX role?
submitted by /u/pm_newb [link] [comments]

Perhaps it’s related to what you think you deserve:

Kindness.

Dignity.

A chance to speak up.

A fair shot at achievement.

The benefit of the doubt.

PS today is Juneteenth.

The importance of providing an excellent customer experience has been well documented – in consumer surveys, in analyst reports, and in the increasingly visible and honest feedback that today’s customers share across social media. The role that digital transformation plays in optimizing CX is also deeply understood. That’s why Five 9 recently launched the CX Maturity Model, a framework to guide enterprises through the next era of customer service in the contact center. The model helps organizations assess their current CX level and map out transformation goals so they can reimagine their customer experience and realize results in a fast-changing service landscape. The CX Maturity Model assessment is built around four main criteria:
Workforce
Self-service customer engagement
Contact center intelligence
Contact center administration and infrastructure
Full article: https://www.five9.com/blog/reimagine-your-workforce-with-ai-and-automation
submitted by /u/vesuvitas [link] [comments]

The recent Northern Powergrid research report reflects on sustainable energy production without the reliance on coal, oil, and natural gas. Their insightful research results raise important questions for all the businesses in the UK: How will their sustainable future look like? Will the wind energy solution meet UK business energy requirements? The CXM team reveals…
The post Will wind power in the UK be the new energy source for businesses? appeared first on Customer Experience Magazine.

Is this a want or a need?
Do you know anyone who has managed to gain control over things outside of their grasp? Honking at traffic serves no purpose other than to express a need to control the uncontrollable.
Why do we work so hard to try to capture control over things that are clearly not in our control?
And what would happen if we stopped trying and worked on the things we can influence instead?

submitted by /u/pm_newb [link] [comments]

HI Everyone – I currently work in advertising as an engagement strategist. My focus is on the understanding how and where consumers get their information to better inform the channels and tactics used in advertising. My background is in pharmaceuticals. I want to pivot more towards CX. There is no engagement strategy subreddit and Engagement Strategy isn’t a fully evolved discipline with certificates, established conventions, and unified processes. I am very interested in thinking holistically about the customer experience overall and I feel like my strategy background and experience with tactics and channels would help me understand the consumer. Do I need some certificates, books to read, or classes to take to bridge any knowledge gap?
submitted by /u/musicmerchkid [link] [comments]

Keeping your staff motivated and satisfied in their work is vital to contact center performance. Studies show that agent engagement is linked to increased profitability, better employee performance, employee retention, and employee empowerment.
But agent engagement isn’t just about making your employees happy. Its true power lies in making your team feel involved, enthusiastic, and committed to their work and workplace.
Employee engagement is especially important for call centers, since agent turnover tends to be higher. That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged. Luckily, there are many easy ways to incentivize your team so they feel fulfilled in their work and motivated to perform!
How to Foster Agent Engagement in a Hybrid Contact Center
Flexible work and scheduling.
A flexible work schedule is a great alternative to the regular 9-5 daily shift. In this setup, employees work during hours they feel they are most productive, or hours that are more convenient for them. Flex work might look like part-time work, remote work, or a compressed work week. Employees with familial obligations for example might benefit greatly from flex work.
Flex schedules can help you attract top talent, increase morale, improve productivity, and reduce turnover in call centers. With the COVID-19 pandemic, 9-5 is already becoming a piece of history, as more workplaces adopt flex scheduling. Your contact center can benefit from this change, as your agents do best when they feel most productive.
Is Flex-Time Right for Your Contact Center?
Full medical and extended healthcare.
Health benefits do more than just keep your employees healthy — in fact, it can improve agent productivity and retention. And while most contact centers offer health benefits and insurance to full time employees, many contact center agents won’t benefit from this as a part-time or contract employee.
Consider offering your agents attractive health benefits packages to improve employee engagement. This will reduce turnover, attract talent, and boost engagement — after all, if your agents are worried about bills and medical coverage, they won’t be able to bring their best efforts to their work. Be sure to revisit your offerings regularly to ensure your offerings remain competitive and that they cover your staff’s biggest needs.
Give them a chance to progress.
The call center industry is booming, with over 80% of Fortune 500 companies using virtual agents to support customer service. This also means that there are thousands of people in the call center industry, which makes it easy for employees to perceive a lack of opportunity for career progression.
It’s important to give your agents the opportunity to learn, develop, and progress in their careers. Offer them opportunities to learn, even if that means switching to a different project area of the company to learn a new skill. Alternatively, you can help them develop a career progression plan with tangible goals to work towards. This will give your agents milestones to aim for and motivation to progress to higher-paid roles.
Work hard, play hard.
It’s important for agents to be focused and driven in their day-to-day work. However, a little fun goes a long way when it comes to employee engagement.
Add some fun to your workplace and improve company culture with spontaneous celebrations, prizes for strong performance, and other events to keep the office lively. A fun work environment can reduce absenteeism, improve productivity, and boost morale.
7 Games and Activities Designed to Boost Call Center Agent Engagement
Gamify daily work.
Call center work is tough. Supporting customer after customer for hours each day can be draining for agents. If your staff are starting to feel fatigued, consider changing the dynamic with gamification!
There are tons of call center games that incentivize meeting targets and improve employee collaboration. By introducing a reward system through performance games, you can improve employee morale and engagement.
Finding the right incentives for your team.
It’s important to note that not every work environment is the same. You know your call center agents best — find the right incentives for your team based on their interests, scenarios, and needs!
With that said, don’t make assumptions on what your agents want — ask them! By involving them in the decision-making process and taking their opinions into consideration, you can get a head start on increasing their engagement.
If wellness and health are important to your agents, consider offering a company-covered gym membership, or having a branch yoga class. If your agents are jokers and have playful attitudes, increase the frequency of your call center games or offer them a gift card to a comedy club. Ask your agents which incentive ideas sound most appealing, and do what works best for them.
How to Make a Call Center Agent Engagement SurveyThe post Blog first appeared on Fonolo.

I got a marketing letter from a colleague yesterday. Not a sales pitch, just an update on what they were up to.

I was delighted to discover that this mass mailing had a hand-lettered address on it, with little bits of water color for fun. It was slightly irregularly shaped, requiring an extra stamp because it wasn’t machinable. Inside, in addition to a personal (and personalized) note, there was a gift card for an ice cream cone. But the coolest part was that the card wasn’t from a national chain, it was from the local place down the street.

It obviously cost more in time to create than it was going to take me to read. It obviously didn’t go to a lot of people.

And that imbalance is now rare.

People eager to hustle are busy spamming lists of millions of people with an email that takes two minutes to write and poorly mail merge, giving the hustler a 2,000 to 1 advantage in time spent vs. time consumed. It’s a form of leverage that feels like theft to the recipient, because our time, the irreplaceable thing we all are given, was taken.

Of course, I don’t need an ice cream cone, and a small gift card isn’t a bribe. What it represents is care and respect. The opposite of hustle. It was done with sprezzatura, not with a transaction in mind.

None of it works unless you’ve already earned permission. It doesn’t work if it’s part of a clever hustle. It doesn’t work if it’s seen as spam or creates uncomfortable tension or a need for reciprocity. It simply works because it required a surcharge. Instead of using an asset, you can choose to build one.

[And yes, this is exactly the opposite of the way my bank answers the phone, the way most customer service is grudgingly offered, the way many publicists do their job, the way that organizations make foolish choices about attention and trust…] The question shouldn’t be, “does it scale?” Instead, it might be, “is it worth it?”

Interactions with the people who are enrolled and giving you the benefit of the doubt are a form of avocado time. They shouldn’t be optimized for efficiency or even leverage. Instead, it’s a chance to make a difference.

[Thanks Stephen]

In the last couple of years, we’ve witnessed a heavy boost in smart technology use. Some people are more thrilled than others, but we’re all talking about digitalization and wondering what the future will bring. Today we have with us Barry Cooper, President of Workforce & Customer Experience Division at NICE, to comment on the…
The post How smart technology is transforming our lives: An interview with Barry Cooper appeared first on Customer Experience Magazine.