Category: Customer Experience

Call center agents often experience high abandonment rates. Long wait times are one of the top reasons for this — after all, they can only hear “… your call is in priority sequence…” so many times before they lose patience and end the call.
If you’re looking for tips to improve your call abandonment rate, you’ve come to the right place. Here are some tips to help you get started.

TIP:
Most contact center software will generate a Call Detail Record (CDR). This feature displays data for each incoming call, including time before the customer abandoned the call.

Take an omni-channel approach.
Today’s customers expect to be able to reach you on any platform. With social media and mobile apps at their peak popularity, contact centers would do well to invest in an omni-channel strategy. With that said, the voice channel remains the most popular form of customer service, so it’s important to find a good balance between voice support and your other channels.
Adopt a call-back solution.
One of the best ways to reduce abandonment rates and increase customer satisfaction is to offer a call-back solution. When phone traffic is high, you can smooth out call volumes and avoid disgruntled customers. Not only does this reduce cost-per-call, it will also pay dividends for the customer experience.
The Only Call Center Agent Performance Metrics You’ll Ever Need
Communicate with your callers.
While it might not be possible to fully eliminate hold time, call center organizations would do well to make the wait a tolerable experience. Communicate with your customers by providing up to date messages on your IVR. Keep them informed with updates on their estimated wait time. Updating your welcome messages or offering a “choose your own hold music” option can go a long way in keeping them on the line as well!
Reduce your handle time
Lowering the amount of time your agents spend on each call will help your call center serve more customers overall. If your agents are adept at anticipating customer needs and efficient in solving their issues, they can handle higher call volumes more easily.
How to Overcome Challenges with Your Call Center Metrics The post Blog first appeared on Fonolo.

Normal is the thing many don’t notice.

Until it changes. And then we can’t unsee how much we had failed to pay attention to.

Who’s on the short list for consideration, who is given the benefit of the doubt, who gets a head start…

We begin to notice the people that are artificially selected to seem like the right ones, who are then supposed to be better and anointed as normal.

I was thrilled that Unilver has decided to get rid of the word ‘normal’ on their personal care product labels. Because when it comes to people, normal is an artificial construct, the center of a statistical bell curve but not a standard that we ought to seek to achieve, even if we could.

Normal is a distribution, not a person.

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Ultra-modern CCaaS 3.0 platform combines with world-class CX advisors to deliver optimal customer experiences
SAN FRANCISCO, CA – March 30, 2021 08:00 AM Eastern Daylight Time
UJET Inc., the world’s first and only CCaaS 3.0 cloud contact center provider, today announced a strategic partnership with CX Effect. The combination of UJET’s unique approach to embeddable experience along with CX Effect’s robust background in customer experience operations, cloud technology, channel sales, and contact center consulting will help to deliver critical capabilities to customer service organizations that need to adopt secure, reliable, solutions to deliver more intelligent, natural customer interactions in a period of significant digital demand and transformation.
“As UJET continues to grow and evolve, it’s very important to us that we work with only the brightest minds in customer experience technology and the best-in-class solution providers,” said Anand Janefalkar, Founder and CEO of UJET, “The CX Effect team has both the leadership and the technology expertise and this partnership will position both of our organizations to offer contact center leaders with the highest standard of excellence in the industry and access to the most complete set of CX systems and capabilities.”
“Great customer experiences happen when businesses can leverage integrated technologies to streamline processes, empower employees, and enable frictionless customer interactions,” said Andrew Pryfogle, Founder and CEO, CX Effect, “We are excited to work with UJET to further elevate the Customer Experience and innovate within the contact center industry. UJET has a unique mobile-first approach to the contact center. It’s a very disruptive solution that we’re excited to bring to market with our team of CX Advisors.”
With UJET’s in-app support, businesses can eliminate fragmented, repetitive customer interactions while unifying their customer data for a more intelligent and contextual customer journey. Together, UJET and CX Effect will be able to optimize these customer experience tools and services to ensure that all customer experience leaders and service providers achieve greater profitability, improved employee performance, and lasting customer loyalty.
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 CX Effect
CX Effect simplifies how businesses find, buy and optimize customer experience solutions. Their team of industry veterans and subject matter experts are focused exclusively on helping companies deliver winning experiences for their customers. CX Effect’s purpose-built approach and curated portfolio of solutions enables them to guide business leaders through every step of their customer experience investments, empowering companies to realize a faster return on investment and greater business impact from their CX programs.
Learn more at www.cxeffect.com and follow us on or on LinkedIn, Facebook, Twitter, and Instagram.

Media Contacts
Holly Barker
UJETpr@ujet.cx
Justin Robbins
CX Effectpr@cxeffect.com
The post UJET Announces Strategic Partnership with CX Effect appeared first on UJET.

There is ongoing talk about understanding customers’ needs and exceeding expectations in a constantly evolving and uncertain landscape. But what does that actually mean? With the consumer shift to digital only being fast-tracked by the national lockdowns, there is mounting pressure on businesses to garner more holistic customer insights to accelerate growth. The ultimate aim…
The post The Data Science Behind a Winning Customer Experience appeared first on Customer Experience Magazine.

This screwdriver, what’s it for? The one with with black oxide non-slip tips, tri-lobe ergonomic handles, and a special “Speed Zone” at the base of the handle, which allows for faster turning in low back torque applications. You know, the one with a nut bolster for added strength and versatility. What’s it for?

Can I use it to open a paint can? Well, sure you can, but you could find easier and cheaper substitutes. And you might get paint on the screwdriver, which would make it much less effective for its real job.

Can I use it to turn this Phillips-head screw? Well, possibly, but you’ll probably strip the screw.

Can I use it to stir my coffee? Well, sure, but why?

This all seems obvious.

And yet, we can ask the same questions about your website, your advanced degree, your office building… Or this meeting, that job description or the choice to work a nine-hour day. What’s it for?

If it’s a tool, not a destination, what’s the tool for?

It doesn’t have to be expensive, all-purpose or exactly the same as the others are using. It simply needs to do the job you need it to do better than any other alternative method.

Why are some paintings so valuable?

Works by Rothko or Matisse are worth millions. The Mona Lisa is truly priceless.

There are four reasons, all working together, all quite relevant today as we remake our culture around digital goods:

Beauty/decoration. Since before the 20,000 year old cave paintings in France, we’ve been putting things on our walls. Things that are beautiful, or remind us of important stories, or simply our humanity. It happens regardless of income or culture.

Status/scarcity. When gold became revered for its scarcity, it began to show up in the decorations of households that aspired to be seen as high status. The same happened with spiritual relics and items from antiquity. A decoration that is scarce and in demand acquires a sort of cultural beauty that some people seek out.

The printing press. Until 500 years ago, no given painting (or tapestry) was seen by many people. And then, quite suddenly, images began to spread. Durer sold many thousands of the eight editions of his woodcut, and it was one of the first famous pieces of art. And the Mona Lisa? It’s so valuable because it was stolen just as newspapers (in color!) were becoming widespread. Her face was on the front page of newspapers around the world, ensuring her celebrity for generations.

While the fame and cultural currency that the printing press created was a boon for artists, art collectors and dealers, it was also a huge problem. If a print could be had for a few dollars, what good is the original? How to satisfy those that sought status from the decoration on their walls?

First and best version. And thus the last pillar. An original oil painting is truly different from a signed print, which is different from the mass market poster. People wait in line to see a famous painting. They gasp in its presence. They take selfies with it, and it elevates the way they feel about themselves and the world.

Museums exist to show us what we all own, our shared cultural heritage, the output of our culture in the form of original work created by artists with something to say.

I’ve sat in the Art Institute for hours, simply breathing the same air as a Magritte. I grew up at the Albright Knox in Buffalo, with the DeBuffet’s, the O’Keefe’s and the Still’s. The Marisol is an old friend. They were worth the trip.

There used to be museums that forbid people from taking photographs. Over time, they’ve come to realize that this is foolish, because sharing the photographs don’t take anything away from the value of the painting, they add to it (though the sometimes annoying act of the person with a flash or a shutter click is a different story).

The top of the painting market is 50 billion dollars or more a year. Wealthy people and institutions trading scarce originals, and sometimes, perhaps, exhibiting them, for the public or for people who come over for dinner. When there’s a huge signed Jill Greenberg on the other side of the dining room table from you, it’s unforgettable.

But now, we’ve taken the printing press to a whole new level. That has made some existing paintings more famous than ever. But it has also created a billion images that were never paintings in the first place.

There are millions of painters who aspire to be at the most expensive tier of working artist creating for the auction houses and collectors, but very few achieve this goal every year. And there are countless collectors who buy paintings hoping that there value will soar, but most fail to succeed.

The art market has shifted from something that supports art to something that is mostly a market. Some collectors bought art they didn’t like, simply because they were persuaded that the system would make it increase in value or that their perception of status was so shaky that they needed the next big thing. Some painters were pushed to create painting that would go up in value instead of work they believed in. Museums ended up with tens of thousands of paintings in storage. Wealthy collectors put priceless paintings into tax-free havens, simply as a hedge, not for any of the emotions that painting originally set out to produce.

And now, if you’re a fine artist, hoping to make a living selling canvases for far more than they cost to produce, beauty is insufficient. The market for this sort of status is demanding curation and approval and yes, celebrity.

And if you’re a cyber-person, intent on pushing NFTs (the abbreviation for Non-Fungible Token, unhelpful shorthand for ‘an unduplicatable digital code that’s easy to trade and speculate on’) then it’s worth noting:

Digital tokens aren’t beautiful.

Digital tokens will never make someone gasp.

No one wants to see your hard drive.

It’s quite difficult to display the status or beauty of something that isn’t connected to 20,000 years of cultural expectations, institutional embrace and design evolution. And if you can’t display your status or enjoy the beauty, then it’s simply a speculative trade.

People buy and trade stocks in order to make a profit. Most of them are largely indifferent to what the stock certificate looks like.

I think we’re always going to be hooked on status, and we’re always going to seek beauty. I’m not sure, though, that just because we can marketize and digitize something that it will inherit so many of the cultural tropes that are at the core of the human experience.

You have a choice to make. There are four quadrants, and the thing you offer can fit into one of them.

Perhaps you make a low-priced treat, something that people want. Wrigley’s gum or Heinz ketchup, or an app that’s fun to use. Because it’s cheap, it might appeal to the masses. Because it’s a ‘want’, you’re not going to kill anyone if it doesn’t work now and then.

In the other corner, you might choose to sell pacemakers. Sure, your profit per unit is in the thousands, but the room for failure is precisely zero. You won’t sell a lot, and every single one of them better work.

The other two corners are also fascinating in their own way.

Perhaps you want to offer a luxury good, something that’s clearly a want, and not a matter of life and death. You won’t sell many of your $15,000 handbags, but that’s okay, because the margins are great. But it better increase my status!

And finally, there’s the tempting but difficult quadrant of low-priced goods that the user feels are mission critical. This is a vial of insulin or a web service that backs up data in real time (which can feel like life or death). Tempting, because people are always happy to pay a bit less for something they really need. And dangerous, because if you fail to invest in keeping your promise, everything falls apart.

The world of trading has always been an interesting topic for most people, but not something they’ve actively pursued. With trading becoming more accessible to everyone these days, people are starting to see that there might be benefits to giving it a shot. Of course, trading platforms play a crucial role in this decision. These…
The post Top Mobile Trading Platforms for Newbies appeared first on Customer Experience Magazine.