Category: Customer Experience

Not education, learning.

Education is a model based on scarcity, compliance and accreditation. It trades time, attention and money for a piece of paper that promises value.

But we learn in ways that have little to do with how mass education is structured.

If you know how to walk, write, read, type, have a conversation, perform surgery or cook an egg, it’s probably because you practiced and explored and experienced, not because it was on a test.

We’re in danger of repeating the failed approaches of education in an online setting, and today I’m launching a series of lectures about the difference–and how to make online learning work. Opening doors for people so that they can learn is an extraordinary opportunity, one that focuses on possibility, not compliance. No one that I know of has clearly described the elements of this new revolution, so I decided to share what I know.

Since founding the altMBA and Akimbo workshops more than five years ago (it’s now an independent B corp) I’ve been exploring what it means to build new approaches to online learning that work, that scale, and that are effective. The workshops have had a significant impact on more than 20,000 people in 75 countries.

I’ve heard from bestselling authors, founders and high school teachers, all wondering about the best practices for this new moment in learning.

The results that students have achieved in the workshops are completely off the charts. Better completion rates, astonishing amounts of interaction and growth, and most of all, lives transformed.

As 2021 arrives, there’s a huge uptick in learning companies being founded and funded, independent teachers looking for new platforms as well as institutions shifting gears with online learning coming to the fore. Google is launching certificate-granting courses, and schools are continuing to grapple with what it means for students to be remote.

Alas, many of these efforts are unlikely to succeed at their stated goal of creating learning interventions that actually work. Some will be popular because they focus on entertainment instead of learning. And some will remain stuck in the old models of management and compliance.

Fortunately, some of these new efforts will actually facilitate learning for the people who engage with them.

We’ve seen all this before, and my hope is that people who are responsible for what’s getting built will learn from our experience. We’re at the very beginning of a worldwide transformation in how people learn.

If you’re a teacher or an organizer, an investor or a leader, I hope you’ll take a few hours to learn about learning.

I’ve put what I know into a short series of recorded lectures (not a workshop) on Udemy. (There’s a coupon to save you a few bucks–it’s valid for the first 500 people who sign up.) I’m aware of the irony in creating lectures about the power of workshops over lectures, but in this case, I wanted to put a stake in the ground that people could explore on their own and with their teams.

We have a chance to build a future based on contribution, possibility and insight. And we can do it at scale.

The educational regimes of the last century have distracted us. It turns out that the obvious and easy approaches aren’t actually the ones that we need to focus on. When we commit to outcomes, the path is more clear.

We have entered a new era of consumer/brand relationships. The modern customer not only shops differently, interacts with brands in new ways, and makes purchases via novel channels, but also demands more for their brand loyalty. Customer Experience managers, therefore, should think carefully about how the way they communicate with and engage consumers fosters devotion….
The post Attaining Consumer Loyalty with Customer Experience (CX) Excellence appeared first on Customer Experience Magazine.

“What’s a fax machine?”

There are people working today who don’t know.

In the 1980s, I produced a book about VCR tapes and video stores that’s so obsolete, you can’t even find a used copy any more.

Technical generations keep getting shorter–A hard drive from ten years ago is probably not going to work with your new laptop.

Contrast this with us. Human generations have been chronicled for thousands of years. We know who begat who.

Lee De Forest, father of radio, was raised by people who voted for Abraham Lincoln, but he died when Bruce Springsteen was twelve years old. That’s not many handshakes from “The Battle Hymn” to “Blinded by the Light”… During that same period of time, we invented and moved on from radio, live TV, nationwide magazines, color TV, cable TV, Compuserve, Yahoo, GeoCities, The Globe, MySpace and 10,000 other steps.

I’ve lived exactly half my adult life in the 20th century and the other half in the 21st. The cycles keep getting faster, but not the human generations. This means that we’re either bringing a bit of insight and wisdom to the changes, or allowing ourselves to be whipsawed, brainwashed or blindsided by all the change.

Up to us.

Business models rework the world.

Organize assets. Add labor. Sell something for enough money that you get to do it again, but more.

That’s how we ended up with a $5 chicken in many pots, a car in front of many houses and a world that’s been paved. One cycle at a time, one dollar at a time.

Originally, business models were primarily about needs. You need food, I’ll build a farm. You need shelter, I’ll build houses.

As parts of the world have gotten richer and richer, though, the money that’s spent (which is what business models are based on) has shifted largely to wants. One millionaire buying collectible cars spends far more than 100 families buying beans or lettuce.

Marvel spent $400,000,000 to make Avengers: Endgame. Because there was a business model in place that made it a reasonable investment choice.

What if we wanted to cure river blindness or address ineffective policing as much as we wanted to watch movies? The business model would shift and things would change–in a different direction.

I’m not sure there’s an intrinsic reason that watching a particular movie is more satisfying than solving an endemic problem. We’ve simply evolved our culture to be focused on the business of amusement instead of the journey toward better.

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It’s true, at least for now, that there are plenty of fish in the sea.
And it’s also true that shooting fish in a barrel is pretty easy if there are enough fish and the barrel is small enough.
You can’t have both.
Either you approach the world as a widely dispersed bunch of opportunities where you’re never specific or on the hook.
Or you realize that finding a very focused place to do your work rewards you many times over.

We talked to almost 700 patients and more than 170 patient experience (PX) professionals to understand the changing dynamics of PX in healthcare. We heard the same thing over and over: patients expect more out of their experience with healthcare providers and the stakes are rising to meet that expectation. We’re calling it the PX revolution in healthcare. With this revolution comes the opportunity for healthcare providers to transform their contact centers into strategic assets. Here are the major trends that emerged as we explored the nature of this revolution in our global research survey, conducted among qualified healthcare PX professionals and patients across North America, Asia-Pacific and Europe. Below are the 5 revolutionary trends in patient experience for healthcare contact centers:
Healthcare providers aspire to reimagine PX.
A fragmented patient journey is costing providers.
Modern contact centers are integral to driving unified and seamless PX.
Contact centers’ new role is care coordination.
Contact centers can excel at patient and business intelligence.
Full article: https://www.talkdesk.com/blog/patient-experience-trends/
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Applications are the lifeblood of any business. But they’re only as good as their ability to keep running and effectively serve end users and the business. Downtime, application failures, and the associated scrambling around for a solution is never good. It costs businesses money. Modern Application Performance Management (APM), and observability platforms, enable enterprises to…
The post The Vital Role of APM in Keeping Apps Active appeared first on Customer Experience Magazine.

The hall of fame, any hall of fame, is an odd thing. On one hand, it celebrates the status quo and scarcity. On the other, it’s a mark of transitions, evolution and diversity. The people inducted into Cooperstown or some other hall of fame in 2021 probably don’t look or act the way the founders of that institution imagined.

The Rock and Roll Hall of Fame is accepting votes right now, and Fela Kuti is up against Iron Maiden and other stalwarts of the genre.

And his nomination helps us understand what Scott Page means when he talks about the value of diversity within organizations. There are no all-clarinet orchestras because the combination of instruments is precisely why orchestras work.

Pythagoras discovered the fifth hammer, the one that doesn’t sound quite like the others–and that is the hammer that makes the chord work.

Fela Kuti was from a country 2/3 the size of the USA, and yet Nigeria has few musical stars in the US. His impact can be felt in just about all the music we hear, because his music was different, singular and remarkable.

If some of the musicians in the Hall had never existed, rock and roll would not be that different. There are easily available substitutes. But sometimes, a skilled, passionate and talented voice changes things.

Change can happen when a person’s contribution is unanticipated and boundary-stretching. As Carole King’s was. As Fela Kuti’s was.

Change isn’t easy to recognize as it’s arriving, but it’s impossible to forget once it’s here.

Over the past year, the medical field has been facing one of its greatest tests in history, as frontline workers continue to fight against the global pandemic.
Medical contact centers have been inundated with worried members seeking answers and support. While not physically on the front lines, call center agents have been facing their own challenges with massive call volumes as they attempt to help callers navigate health networks to get the support they need.

While not physically on the front lines, medical call centers have been facing their own challenges as they attempt to help callers navigate health networks to get the support they need. #Healthcare #CCTRClick To Tweet

It may be difficult to think of metrics and reporting during times like these, but proper data collection can offer insight into what’s working in your call center and what’s not. This can help you alleviate the burden off your agents so they can better support members.
We’ve put together the most important KPIs for medical call centers to track:
Average Response Time
When a patient is in crisis, every second counts. The longer callers are left waiting, the higher the risk of complications. For this reason, you should pay close attention to your agents’ average response time.
If you have a high average response time, ask your agents for feedback on the issue. Solutions can lie in different areas of your operations – for instance, improving server speed, hiring more staff, or providing additional training.
How to Overcome Challenges with Your Call Center Metrics
Abandonment Rate
Hold time is one of the biggest problems in a medical call center. If you’re looking for support with a medical concern, waiting on hold is probably the last thing you want to do. If your abandon rate is high, it represents lost business — and what’s worse, it means that you’ve failed to serve someone in need.
Hiring additional staff is the most traditional way to improve this metric but call centers around the world are quickly adopting call-back technology, making it an industry standard. This tool offers your callers a call-back as an alternative to waiting in queue and connects them with a live agent when available.

DID YOU KNOW?
The average abandon rate for the medical and healthcare industries is 13% – TalkDesk

First Call Resolution (FCR)
In the call center, it’s not always about how quickly you work — it’s about the quality of customer service you offer. After all, your members won’t be impressed if they receive poor service at record-breaking speeds. That’s why FCR should always be on your radar, especially if you’re in the medical field!
Ensure your agents can resolve caller issues the first time they reach out. Review service levels, member interactions, and identify gaps in their approaches so you can provide training and support. Empowering your staff is important as well; if they don’t feel qualified to go the extra mile, they likely won’t be able to resolve the issue properly.

FACT:
Medical call centers are required to comply with HIPAA security protocols to keep patient data secure. Find out how Fonolo has earned the trust of medical call centers.

Net Promoter Scores (NPS)
NPS is a customer experience metric used to measure your members’ loyalty to your business and brand. It’s typically displayed as a number, ranging from –100 to +100. This information is typically gathered through a single question survey: “How likely are you to recommend our products/services to a friend or colleague?”
Your call center should aim for a score as close to +100 as possible. To boost a low score, explore the customer journey and identify areas of friction. Are they waiting on hold for long periods? Are they receiving proper support and service from your agents? Is the process confusing for them to navigate? By putting yourself in their shoes, you stand a better chance of improving their experience.

DID YOU KNOW?
A 5% boost in customer retention can increase profits up to 95%. – DialAmerica

Member Attrition Rate
For medical call centers, callers can represent patients or members of your organization. But if they feel undervalued from your services, they won’t hesitate to take their business elsewhere. Your member attrition rate is your best indicator for this — and trust us, if yours is low, you’ll want to address it immediately.
The best way to keep your members from leaving is to listen to them. Create channels for them to share their experiences and feedback — this can be done through a survey, questionnaire, email, or even social media channels. Once you collect this feedback, analyze it for trends and address the most common concerns. Your members will take notice if you improve their experience and reward you with their loyalty.
The Only Call Center Agent Performance Metrics You’ll Ever NeedThe post Blog first appeared on Fonolo.