Category: Customer Experience

Resolutely refusing to accept a conventional understanding is a statement of certainty.

That’s different from honest skepticism. The skeptic offers an open mind and is clear about what would be necessary to earn enthusiastic support.

The denialist, on the other hand, is sure. Now and forever. This certainty probably doesn’t come from the matter being discussed. Instead, it’s based on external factors, a story, a cultural connection, something that is fueled by the feeling that comes from refusing to examine the issue, not by honest inquiry.

Skepticism is gutsy, denialism is based on fear.

Magic first: Acar and the folks at Penguin are offering a limited-edition deck of special cards to go with The Practice. It launched today.

Persistence: Today is the 200th episode of my podcast Akimbo. I don’t blog about it here often, but wanted to thank my producer Alex DiPalma and thank you for listening as well. It’s a labor of love, and it’s also among the top 1% of all podcasts. You can check out episodes here and transcripts here and subscribe here. That’s years and years of weekly audio, via the magic of podcasting.

Imagination: Jacqueline Novogratz and Tim Ferriss talk about her new book on Tim’s podcast this week. Hearing two of my friends so thoroughly talk about work that truly matters is a wonder, and I encourage you to check it out.

And more: Erica Dhawan’s book on digital body language just arrived, and it’s a salve for exhausted Zoom users (all of us). Steve Wexler’s new book on data visualizations, charts and graphs is worth checking out when it ships next week. And the blog and book and podcast that will change your life the most is the one you create.

Go make something.

As the next-generation workforce management (WFM) challenges continue to arise and evolve in this turbulent time, new solutions are required for better results and long-term value. Contact centre leaders are undergoing constant pressure to maintain service levels and drive efficiency while dealing with high turnover. They are in urgent need of smart workforce management tools…
The post Calabrio guide: Building next-generation workforce management appeared first on Customer Experience Magazine.

Bitcoin is a leading cryptocurrency in the crypto market not just because it is one of the most valuable ones but because it is the first virtual currency that has set the path for other altcoins. Also, for the most part, the success of Bitcoin and its value is affected by the way new Bitcoins…
The post How Are New Bitcoins Produced? appeared first on Customer Experience Magazine.

Bitcoin’s been around for a long time now, but it still manages to stay at the top of its game. Most of us are already familiar with the new wave of cryptocurrencies that has swept the world. From Litecoin to Ethereum, there are plenty of other coins that have entered and expanded the crypto market. While some of these new…
The post Why Bitcoin Has an Edge Over the Competition appeared first on Customer Experience Magazine.

The process of online crypto trading is one of the most popular ones where the majority of people decide to invest their time, money, and energy to create a rather successful crypto experience. Several things are incorporated within this segment, however, the most prominent ones are the influence of the technological advances that are a…
The post This Is Your Bitcoin Trading Journey – Take a Look appeared first on Customer Experience Magazine.

The world of Bitcoin might seem easy to grasp to outsiders, but investing in Bitcoin can be a pretty difficult venture. The world’s most popular cryptocurrency has grown a lot over the years, offering users plenty of different ways to turn a profit. While this is a good thing, it also means that there’s much…
The post Tips to Make Your Start With Bitcoin Easier appeared first on Customer Experience Magazine.

This might be the workplace question of the decade.

Does the boss buy your time or your productivity?

In the pre-industrial age, when we worked from home (“cottage industries”) workers got paid by the piece.

As we moved to factories, it shifted. Many workers preferred a reliable regular paycheck, and owners decided to profit by investing in productivity and keeping the upside. When new machines show up, the workers don’t get paid more, but the boss makes more.

Now, as work-from-home promises/threatens to become a norm for many knowledge workers, the question is back.

Some bosses are demanding workers return to the office, and some managers have spent the last year forcing people to endure endless zoom meetings. The mindset seems to be that if your time is what got purchased, the boss wants to be sure you’re spending all of that time at work on work, not, who knows, tending for an ill family member or something.

But as it gets easier to measure productivity and contribution, and as it gets easier to outsource any task that can be described clearly, there’s a fork in the road:

If we’re not buying or selling hours, what, exactly do we measure and how are we compensated for it? Are workers ready or open to getting a commission, a profit-share or a per-piece price? And if we’re not selling our time but our contribution, does that further self-center the culture?

And if we are buying and selling hours, how does that work when surveillance capitalism bumps into workers needing flexible schedules and the trust that it takes to develop leadership and creative contribution?

Is it okay with you, the boss, if one of your workers dramatically increases productivity through some outsourcing or tech shortcuts on their own nickel and then goes home at 2 pm every day?

Is it okay if you have another worker who works until midnight every night but doesn’t get nearly as much done?

What about a team of five deciding to skip most of their meetings, coordinate through a shared doc and put the time they save into going for a walk or thinking about the next breakthrough?

If it’s truly about what we produce, how many people on the team are aware of how much they produce? What would happen if they were?

The theory of the firm was based on two key assumptions: That workers needed to be in physical proximity to each other, and that communicating with and measuring outsiders was simply too expensive to scale. For a lot of knowledge work, neither is completely true any more, and so we have to reckon with what the right size of a ‘firm’ even is.

The very nature of the factory and employment is completely up in the air. Instead of bragging about how many employees a company has, how big the office is, how many folks are in any given meeting… some leaders may start optimizing for how few they need to get the work done.

We can only imagine the massive pressure consumers felt during the past year. Our lives changed dramatically with enforced remote work, homeschooling, job losses, and the social (and psychological) impact of lockdown. Things were even worse for those on the front lines – key workers who struggled to do their jobs while COVID-19 challenges continued…
The post Three ways to prioritize consumer well-being appeared first on Customer Experience Magazine.

Do you ever wish your small call center could leverage artificial intelligence (AI) to provide enhanced customer experiences (CX) and smarter operations? Would the information provided by modern analytics enable you to make better, revenue-impacting decisions? If it’s been a few years since you’ve looked at call center software, you might be surprised to learn that the AI capabilities and analytics tools previously available only to companies with deep pockets are now much more affordable. These advanced call center technologies can help small businesses compete head-to-head with larger companies and, ultimately, think big and act bigger. Full article: https://www.niceincontact.com/blog/think-big-act-bigger-a-practical-guide-for-small-business-call-center-ai-and-analytics
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