Category: Customer Experience

Most people know of Bitcoin by now. The popular cryptocurrency has been out for over a decade, and it’s become a pretty big trend worldwide. Usually, people turn to Bitcoin because of the various benefits it offers. From increased privacy when making purchases to multiple money-making opportunities, Bitcoin’s can be very versatile. Surprisingly, the versatility…
The post Bitcoin Activities That Can Be an Adrenaline Rush appeared first on Customer Experience Magazine.

The most popular hobby nowadays is playing video games. There are several consoles and all kinds of PCs that support the loads of games that game developers have produced throughout the years. This means that the gaming industry is doing pretty well. It has been able to do so thanks to keeping an eye out…
The post How Bitcoin and the Gaming Industry Are Getting Along appeared first on Customer Experience Magazine.

Let’s start with “WHY”, like Simon Sinek recommends. (1) Why do organisations need to measure “customer experience“? There is no motion without emotion The human brain decision mechanism operates with experiences. This learning organism tends to collect experiences, transform them into memories and collect them in the limbic system. The limbic system is the storage…
The post How To Choose The Right Customer Experience Metrics appeared first on Customer Experience Magazine.

At this point, it’s safe to say that Bitcoin has expanded to do way more than it originally intended. The cryptocurrency is not only one of the best payment options currently out there but provides plenty of excellent features for users to enjoy, including top-notch entertainment! While most people don’t look at Bitcoin as a means to…
The post Easy Ways to Stay Entertained With Bitcoin appeared first on Customer Experience Magazine.

No matter the actual point that you are in your crypto trading journey, you still can approach the potential of making any possible mistakes. Dealing with a certain amount of inconveniences regarding the world of crypto trading is definitely an inevitable part that you will have to learn to overcome. However, with a little bit…
The post Top Bitcoin Trading Inconveniences You Should Avoid appeared first on Customer Experience Magazine.

Traditional con men do their work one person at a time. It’s a laborious process, earning trust and the benefit of the doubt before ultimately ripping someone off.

Toward the end of my dad’s life, shameless/shameful phone salespeople did just this and stole his trust, his time and his money.

Like most things, industrialists want to do it faster and bigger.

Scammy direct mail used to be obvious even at a distance. The labels, the stamps, the typography–it all signaled that this wasn’t personal.

And the occasional phone salesperson, calling from a boiler room–we could tell.

Now, as data acquisition continues to scale and become ever more granular, the hustle is getting more personal.

It’s in an uncanny valley–almost real, but not quite. And of course, the distance keeps getting shorter.

So the mail merge, the phone spam, the faux intimacy of a stranger. They continue to blur the lines between personal and personalized.

The end result is going to be a shrinking of our previously-widening circle of trust.

The benefit of the doubt is priceless. I have no patience for people who want to take it away from us.

Never before has it been so vital for all businesses to digitally transform – or risk being left behind. Virtually overnight, worldwide lockdowns have driven commerce almost exclusively online, forcing companies of all sizes to contend with dramatically changing customer behaviour and expectations. Average weekly support requests have gone up 20% since the start of…
The post The Message for 2021? Get Some Good Chat appeared first on Customer Experience Magazine.

Strategic Global Partnership Delivers on Growing Demand for More Resilient Cloud Contact Center Solutions
SAN FRANCISCO, CA – March 25, 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 MicroCorp, an AppSmart® company, and leading national master agent.
With over 30 years of experience, MicroCorp is the premier master agent for telecommunications, data center, security and cloud services. “MicroCorp represents a large national partner network and is genuinely committed to enabling and empowering the success of its partners,” said Karen Bowman, VP Global Channel at UJET.
“We’re committed to growing our CCaaS business and are very excited to be partnering with UJET,  the top CCaaS 3.0 provider in the contact center space,” said Phil Keenan, President at MicroCorp, “The combination of UJET’s unique approach to modern, digital CX along with MicroCorp’s technology expertise and our decades-long history of strong relationships with world-class service providers will help us deliver critical capabilities to customer service organizations that need to adopt secure, reliable solutions. UJET will truly allow us to usher into the new smartphone era of modern consumer access.”
This partnership will provide MicroCorp’s advisors full access to UJET’s contact center platform and features, including their unique approach to embeddable experience, enabling businesses to fully integrate support into their existing mobile experience. 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. Partners can also access the new UJET Virtual Agent which provides proactive, conversational AI to empower both customers and contact center agents.
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.
Follow UJET: Twitter, LinkedIn, and Facebook
About MicroCorp
MicroCorp is a leading national master agent with over 30 years of experience, differentiated by its Ultimate Partner Experience – a unique blend of people and tools built on an innovative proprietary technology platform which provides self-service access to data and content from anywhere and at any time. MicroCorp’s financial strength and commitment to solid provider contracts makes it a safe and dependable master agent protecting its partners’ recurring commission streams. MicroCorp will continue to build its ecosystem of experts and be a trusted resource to help partners transform their business as the opportunity for recurring revenue solutions continues to proliferate and diversify.
Learn more at https://www.microcorp.com and follow us on LinkedIn and Twitter!

Media Contacts
Holly Barker
UJETpr@ujet.cx
Paul Starkey
MicroCorppaul.starkey@microcorp.com
The post UJET Adds MicroCorp to Expanding Channel Partner Program appeared first on UJET.

Recognising the challenging new realities of employment, the 2021 UK Employee Experience Awards will be a LIVE Online experience, bringing the magic and excitement of the in-person awards event to the comfort of your office or home this May. Aspen Healthcare, RingCentral, Portico, University of Lincoln, Suzuki GB, and Wagamama are just some of the…
The post UK Employee Experience Awards 2021: Finalists Revealed appeared first on Customer Experience Magazine.

We’ve all heard about customer satisfaction. But have you considered the impact of your agent satisfaction?
It’s more important than ever to pay attention to your staff and motivate them on the daily. Yet less than 30% of contact centers track this metric, despite its direct impact on standard industry KPIs.
If you don’t know the state of your agents’ satisfaction levels, it can be difficult to create positive change. Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. This is one area of your business you don’t want to ignore — read to find out how you can create your own!

Agent satisfaction is tied directly to other important KPIs in the contact center, including agent attrition and CSat. #CCTR #CSatClick To Tweet

Why should you measure agent satisfaction?
Agent satisfaction is tied directly to other important KPIs in the contact center, including agent attrition and CSat.
The connection between agent attrition and agent satisfaction is obvious — the happier your agents are in their work, the less likely they are to leave your team. Replacing and training your employees is costly, so their satisfaction ties directly to your bottom line.
CSat, or customer satisfaction, is also impacted by your agent satisfaction. After all, these individuals are the first point of contact for callers and set the tone for their experience. If your agents are happy, they’ll pass on those positive vibes to your customers.
How do I measure agent satisfaction?
How does one quantify their employees’ experience? While tricky, agent satisfaction surveys can help you come close.
Before you measure anything, consider the information you want to learn about. You can use other KPIs to guide your goals — for instance, if your agent attrition levels are high, you may want to focus your efforts on isolating any factors that might be having an impact.
Once you have your areas of focus, you can begin building your agent satisfaction survey!
How to Create a Great Customer Perception Survey
Structuring your agent satisfaction survey.
First, some quick basics.
Surveys are typically made up of two types of data. Quantitative data is made up of responses that can be expressed as a number value, while qualitative data is comprised of more subjective responses.
Ask your agents to rate the quality of training they received upon hire from 1-10 and you’ll get a quantitative answer. Ask them to share what they liked and didn’t like about the training process, and you will get a qualitative answer. Both types of data are essential for forming well-rounded insights into your agent satisfaction levels.
When structuring your agent satisfaction survey, consider the type of response you want to receive for each question you ask. You will get different information if your agents answer a multiple-choice question versus a short answer. Think of your areas of focus and consider the type of data that will be most valuable to you.
Important questions to ask in your survey.
Putting together your questions can be a bit daunting the first time around. The questions you select and the way you present them can directly impact the quality of the answers you receive from your staff. To guide you, here are some suggested topics:
Daily work.
This is a good place to start for any agent satisfaction survey. While you may have a sense of the daily operations in your call center, understanding the experience from your agents’ perspective can help you identify the highlights of their job, as well as areas for improvement.
Consider asking these questions:

How would you rate your enjoyment of your daily work?
What would make your daily work experience better?
Do you have the tools and resources you need to provide excellent customer service?

Work-life balance.
When agent satisfaction is left unaddressed, agent burnout comes into play. This is a huge factor in contact center attrition rates, so it’s in management’s best interest to support their staff’s well-being. A survey is a great opportunity to explore this.
Consider asking these questions:

Do you feel your shift schedule allows you to maintain strong work-life balance?
Have there been instances where you feel overwhelmed or overworked?
How would you rate management’s efforts to support your mental health and general wellness?

The Only Call Center Agent Performance Metrics You’ll Ever Need
Learning and growth opportunities.
When it comes to work, today’s professionals aren’t satisfied with a paycheck and a regular shift schedule. They are increasingly looking for learning opportunities so they can develop their careers, and they will prioritize working for business that provide them with those opportunities.
Consider asking these questions:

How would you rate the quality of training you received?
Do you feel you would benefit from a mentoring or coaching program?
Do you see yourself advancing your career with our business? Why or why not?

Perception of management.
Work politics can be tricky, and employees don’t always feel they have a safe space where they can voice their opinions. Surveys are less intimidating than face-to-face conversations, so it’s a good opportunity for you to understand how management is perceived by your agents.
Consider asking these questions:

Do you feel management considers customer service a top priority?
Do you feel supported and empowered by management to do your best at work?
How would you rate your working relationship with your supervisor?

6 Things Contact Center Agents Are Afraid to Tell Their Managers
How they perceive their value to the business.
Do your agents feel valued by management, or do they feel disposable? Intentions often get lost in translation, so it’s important to understand how your agents feel about their contributions. If they don’t feel valued, they won’t hesitate to jump ship when given the chance.
Consider asking these questions:

Do you feel your daily work makes a direct impact on the company? Why or why not?
Do you typically receive positive feedback from your supervisors when you perform well?
How would you rate the value of your role to our business?

Once you gather the results of your agent satisfaction survey, take the time to read each response and identify trends that correlate with your original areas of focus. You may find some insightful knowledge that can help you improve the employee experience for your call center. Good luck!The post Blog first appeared on Fonolo.