Category: Customer Experience

Get Smart Digital Experience Management Solutions for your Financial Services to offer a Personalized Customer Experience Transformation Solutions with the advanced digital onboarding financial services with FCI-CCM. https://fci-ccm.com/product/solutions/banking-and-financial-services.php FCI Customer Communication Solutions
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FCR — or First Call Resolution — is a key call center metric for addressing customer satisfaction. A high FCR score indicates that your agents are resolving most of your customer queries in the first interaction.
A low FCR rate is often associated with poor agent performance, but it’s often more complex than that. Operations, customer experience, and quality of training are also huge factors that should be considered by management.
By analyzing your contact center’s historical data, you can pinpoint areas for improvement. Then, use the following tips in your strategy to empower your agents and improve your FCR score.
What is First Call Resolution in Call Center Metrics?
1. Set clear and achievable expectations.
Your agents’ performance goals should always be aligned with management’s. If improving FCR is a priority for your contact center, let them know.
Don’t overwhelm them with performance goals or set expectations that contradict one another. Setting unrealistic expectations will inevitably backfire, lowering agent satisfaction and motivation.
2. Train them on techniques and best practices.
Once your agents are clear on their expectations, you need to arm them with tools and techniques so they can achieve their goals.
Provide regular training and coaching sessions with focus on improving FCR. This may involve a combination of group and individual engagements. Pinpoint each agent’s strengths and areas for improvement so you can optimize these sessions. For example:

Improving communication so the customer is fully informed throughout the process.
How to use precise language and pacing so the customer doesn’t feel overwhelmed with information.
Refreshing their product knowledge and/or service knowledge to better support the customer.
Placing focus on anticipating customer needs.

3. Help them understand their customers.
If you haven’t developed customer profiles for your business, now’s a good time to do so. The better your agents understand your customers, the better they can serve them.
Segment your customers into groups, such as location, average income, and most common products or services purchased. Then, analyze these customer profiles and come up with the best solutions to meet their needs. This will not only improve your FCR, but your entire customer experience!
8 Simple Ways to Improve Agent Performance in the Call Center
4. Create an internal knowledge base.
This is a great way to further support your agents in their daily work. If they need a quick refresher or find themselves stuck solving a customer problem, they can search the database and get the information they need.
This knowledge base can be internal so only members of your contact center team can access it. Here are a few ideas for building yours:

Best practices when dealing with customers.
Frequently asked customer questions, and suggested agent responses.
An overview of your services and/or products, as well as important details.

5. Adopt call-back technology.
Having the right tools in your arsenal can make all the difference when tackling low FCR. Call-backs are a great place to start! This technology offers your customers the option of a call-back, so they don’t have to wait on hold.
By eliminating hold time for your customer, you can defer calls to later in the day or week. This lowers the number of calls in the queue and alleviates pressure on your agents. They’ll focus on their calls without rushing while providing better service and resolve customer issues the first time.
The Only Call Center Agent Performance Metrics You’ll Ever Need
6. Implement a Visual IVR
Like its name suggests, Visual IVR allows your customers to navigate a visual interface on your website or mobile app. It collects information about their query such as their name, account number, and more.
This streamlines the process for your agents, saving them precious time from having to repeat or clarify information. Some Visual IVRs can also work with call-back technology to schedule call-backs for your customers directly from their device.
7. Upgrade your skills-based routing.
Customers become frustrated when their issues aren’t addressed and resolved quickly. Waiting on hold only to connect with the wrong agent or department only exacerbates the problem.
Ensure that your IVR channels are clearly marked, and your agents are categorized properly according to their skills and expertise. The longer your customers wait, the more likely it is that they’ll abandon the call and reach out again later. This will directly impact your FCR and call resolution rate.
3 Reasons Why Agent Satisfaction is the New Customer Satisfaction
8. Review your policies.
Even the best agents can find themselves restricted by outdated or short-sighted policies. That’s why it’s important for management to conduct regular revisions and act on agent feedback.
Ask your agents which policies are blocking them from fully serving their customers. Then, create a system that empowers them to do so. Giving your agents more freedom and flexibility will help them resolve issues more easily and increase their overall FCR.

TIP:
Gather customer feedback! A survey goes a long way in pinpointing issues in your customer journey.

9. Reward improvement.
Are your agents motivated to provide outstanding service each day? Many call centers provide incentives tied to sales performance, but neglect to praise those who create excellent customer experiences.
Recognize agents who have improved their FCR and other KPI goals. This can come in the form of promotions, bonuses, awards, and more. By doing this, you’ll build a culture that values customer service as much as sales and productivity.The post Blog first appeared on Fonolo.

A useful way to get in sync.

“What’s the hard part” is a question that everyone on the team should be able to answer. But you won’t find out unless you ask the question.

You might discover that many people think the hard part is directly related to what they do all day. And you might discover that some people insist that the hard part has nothing to do with what they do all day–even if it does.

What is the difficult work that, if it went well, would transform the impact of this project? Where are the projects worth focusing on, the things that would be difficult to outsource in a productive way?

When we roll all of this up to the enterprise, it’s up to the CEO to be clear about what the hard part really is – the solvable problem that if it were solved would make a significant difference for the enterprise.

Almost all the cycles involved in creating and building something aren’t particularly difficult. They’re important, certainly, we can’t ride the bike unless it has wheels. But wheels aren’t hard to find and purchase at a fair price.

A team’s awareness and focus on the hard parts dramatically shifts the prospects for the project.

Been spending the last year analyzing the video-marketing industry while growing my company. 👉 I’m sharing my learnings today in this article. You’ll learn: – 3 video trends in 2021 – 7 video types for e-commerce – 5 tips to create your own videos Any feedback is appreciated! 🙏 Video for E-commerce: The Ultimate 2021 Guidehttps://www.vidjet.io/blog/video-for-e-commerce-the-ultimate-2021-guide
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The lockdown has changed consumers shopping habits. Online purchasing is here to stay, and shipping companies found themselves in an urge to meet consumers needs and expectations. Now more than ever, businesses have to know their customer’s habits and attitudes, so they can provide enough opinions to meet home delivery needs. Consumers worldwide are looking…
The post FedEx Partners Up for Better CX appeared first on Customer Experience Magazine.

PlanetOne becomes newest UJET Master Agent adding hundreds of new solution providers to the UJET Partner Network
SAN FRANCISCO, CA – April 8, 2021 08:00 AM Eastern Daylight Time
UJET Inc., the world’s first and only CCaaS 3.0  cloud contact center provider, is pleased to announce PlanetOne, the IT channel’s preferred business partner for identifying and delivering cloud-based and connectivity solutions to small and midsize businesses and enterprises, has joined the UJET Channel Partner Program.
“PlanetOne’s growing network of channel partners across the U.S., along with its focus on both the partner and customer experience, makes them an ideal master agent for UJET and our rapidly expanding channel partner program,” said Vasili Triant, Chief Operating Officer, at UJET.
As a new UJET Master Agent, PlanetOne will provide its agents and solution provider partners full access to UJET’s ultra-modern cloud contact center platform and features, including their unique approach to embeddable experience, enabling businesses to fully integrate support into their existing mobile and web experiences. Partners can also access the new UJET Virtual Agent, which provides proactive, conversational AI to empower both customers and contact center agents.
“We are excited to add UJET’s CCaaS 3.0 to PlanetOne’s growing technology portfolio. UJET’s technology is proven and the team knows how to deliver an exceptional customer experience while reducing costs and streamlining operations,” says Chris Werpy, Chief Operating Officer at PlanetOne. “With UJET, channel partners can help businesses further eliminate fragmented, repetitive customer interactions while unifying their customer data for a more intelligent and contextual customer journey.”
UJET’s channel partner program supports strategic business partnerships, master agents, and integrators looking to diversify their portfolio, grow their business, and partner with a leader in contact center digital transformation. More information about joining UJET’s channel partner program can be found at https://ujet.cx/partners.
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, Instagram, and subscribe to our blog!.
About PlanetOne
PlanetOne is the IT channel and telecom industry’s preferred business partner for identifying and delivering cloud-based and connectivity solutions to small and midsize businesses and enterprises. Headquartered in Scottsdale, Ariz., the industry pioneer is celebrated by Inc. Magazine as one of America’s Fastest Growing Private Companies and regarded as a top-performing partner for hundreds of telecom agents and channel partners nationwide. In 2018, PlanetOne was named one of the Best Places to Work by The Business Intelligence Group. Since 2017, the company has been honored as one of the “Nation’s 101 Best and Brightest Companies to Work For®” by the National Association for Business Resources. In 2015 and 2017, PlanetOne ranked No. 1 in the Phoenix Business Journal’s annual “Best Places to Work” survey, and has been recognized as one of Arizona’s largest privately-held companies as part of the Arizona Corporate Excellence (ACE) Awards program, since 2016. The award-winning PlanetOne Partner Program has also been included in CRN’s Connectivity Solutions Partner Program Guide and Cloud Partner Program Guides. To reach PlanetOne call (877) 487.8353 or e-mail sales@planetone.net.
To learn more, visit www.planetone.net. Follow PlanetOne on Facebook, Twitter, LinkedIn and YouTube.

Media Contacts
Holly Barker
UJETpr@ujet.cx
Suzanne Collier
WhiteFox Marketing, Inc. (for PlanetOne)suzanne@whitefoxpr.com
The post UJET Adds PlanetOne to Rapidly Growing Channel Partner Program appeared first on UJET.

AI is quickly becoming a cornerstone of customer service especially, but consumer sentiment is mixed. Fifty percent of customers believe chatbots and VAs make it harder to resolve an issue, but 37% say they’d prefer to get immediate help from a bot than wait on a human. AI might be growing at an unprecedented pace, but that growth will only continue as long as the tools enhance — rather than detract from — the customer experience. Forward-thinking companies understand that AI is only worth implementing if it makes the customer experience better. Here are four CX-friendly ways you can incorporate AI.
Use AI to enhance the shopping experience
Help customers resolve problems faster
Use sentiment analysis to analyze customer feedback
Use AI as a customer-service assistant
Full article: https://www.entrepreneur.com/article/366465
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It’s time to get serious about how we show up in remote meetings.

For a year, we slogged through it, but it was exhausting. Not only did we feel lousy at the end of the day, but other people rarely saw us at our best.

Now that it’s clear that the nature of work and meetings has changed forever, perhaps this is a good moment to embrace what’s possible.

I’ve put together a rig in my office that is noteworthy for two reasons:

I can be present in meetings with far less fatigue.
My Zoom presence is significantly enhanced, which makes it easier to get my point across.

Here’s a short sample.

And here’s a photo of what it looks like from my side.

Here’s how to do it.

First! It’s free, it takes about one minute and will change the way you feel at the end of the day. In Zoom, find the button for HIDE SELF VIEW. (Here’s a link). What this means is that as in real life, you won’t be able to see yourself. It turns out that looking in the mirror all day wears us out. You’ll have to change the setting at the start of every meeting (this should be high on their list of things to fix) but it’s pretty easy.

By hiding your face from your screen, you can focus more on everyone else in the meeting.

Second, also free: rearrange your workspace so that light is not coming from behind you.

The next steps cost more in setup and money, and I’ll cover them from easiest to most involved. Part of the magic of video meetings is that without a commute or fancy equipment beyond a phone or a laptop, people could join. But it’s become clear that it’s possible to deliver more fidelity and impact by investing in some tech.

Just as we don’t hesitate to buy a new outfit for a big meeting, or pay $500 for a plane ticket, these are investments, and in the scheme of your career, they’re pretty reasonable–and your boss should pay for them:

Get some LED lights. They’re incredibly cheap now (here’s a sample, but shop around.) Set them up to the left and right of your screen, a few feet behind it.

Get an external DSLR camera and hook it up to your Mac or PC. This is a much bigger commitment, but the difference it makes is startling.

You’ll need a camera, a tripod, and a capture box. Again, all three have alternatives, feel free to shop around. I use this capture box, but your mileage may vary. (And scroll down to the end of this post for a camera alternative)

How it works: The camera goes on a tripod and sits just above and slightly behind your computer screen. The HDMI output goes to your capture box and then into your computer. In Zoom, change the camera from your computer to the camera. Done. It also pays to get a power cable for your camera so it doesn’t run out on you. (You can add a microphone while you’re at it).

And then, there’s one last step, which has been the biggest leap for me since the self-view insight.

When you look at the camera in a zoom call, you’re not looking at the person you’re talking with. You’re staring over their head if you’re looking at the camera, or, possibly, you’re looking at them, but it appears to them that you’re looking at your keyboard. Either way, there’s no eye to eye connection.

This is unnatural. You’d freak out if you had a real life meeting with someone who never made eye contact. And it’s really tiring, because you end up spending your time not doing something humans evolved to do, which is look at each other.

The alternative? A beam splitter.

These are used for teleprompters. It’s basically a piece of fancy glass, at an angle, on top of a monitor or screen. Behind the glass is the camera.

You can look directly at the glass, and the camera behind it, but instead of looking at the glass and the camera, what you’re actually looking at is the teleprompter or the stuff that’s on the screen.

It’s magical.

This setup is now far cheaper than I expected. Here’s a typical beamsplitter with hood and mount, and here’s a monitor that should fit with it. Total cost under $300.

[or if you’ve already got a late-model iPhone or iPad along with a Mac, there’s a new app called Reincubate Camo, which is a much better product than the name implies. It allows you to skip buying an external camera and use the device tethered to your Mac instead. You’ll still need a tripod, still and you can probably make it work with the beamsplitter…]

The entire setup, all of the things that I’ve listed above, comes to less than $1,000–less than half of that if you already have a camera or use Camo. If you go to a meeting a day, that’s a few dollars a meeting over the course of a year.

It’s not for everyone, but if you are looking for the tools to be more productive, I hope it helps.

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