Category: Customer Experience

Who decides the rhythm of your day? When are you at your best, when do you drag?
In the old days, when we worked on the assembly line or even in sync at the office or at school, there were good reasons to adopt the timing that was assigned to us.
But perhaps it makes sense to take control and listen and notice and work with our patterns, not against them.
High school students perform better when the school day starts later. So let’s organize around that.
If a workout at noon makes your afternoon more effective, it’s hard to see why you need to do it at 5 am in a world that’s digital and more asynchronous than ever before.
If your day is better if your first interactions are positive ones, why not organize a daily call with peers with nothing but that in mind?
And even if your schedule isn’t completely up to you, you might get to decide when to tackle mindless chores and when to work on the creative elements of the new plan. When to read blog posts and when to write them. You may get decide when to have meetings that challenge your intellect vs. those that require patience…
And yes, we even get to decide what to eat for breakfast. Tony the Tiger notwithstanding.
 

40 year old male was yelling and cussing at me because I didn’t accept his coupon for a free drink (we don’t give out any coupons at all) Woman freaked out because she expected us to know she wanted boba and kept yelling that my coworker wasn’t going to have a job soon. Her poor son was embarrassed and looked down (he was around his mid 20s)
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Thank you for keeping this channel going, CX (and Service Design), really is a captivating topic, and reading your regular insights, news, advice on the subject, makes it better 🙂
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The pandemic has forced many shoppers online, including those shopping for and sending gifts. With lockdowns and social distancing likely to be part of our ongoing management strategy for Covid-19, the time is now to consider what delightful gifting experiences look and feel like – especially when only one in four consumers would commend the…
The post Driving Customer Acquisition Through a Top-notch Gifting Experience appeared first on Customer Experience Magazine.

CX is critical to every business, but before the benefits of a successful CX strategy can be felt, business leaders must be capable of quantifying and measuring CX. Customer satisfaction (CSAT), net promoter score (NPS) and customer effort score (CES) are important KPIs, but because they do not directly translate to cost savings, these metrics often do not resonate with executives outside of their organization. To successfully navigate the changing CX landscape, there are several steps you should take to build an effective business case. This starts with developing an understanding of “customer costs” and how to use them to build a simple benefit and ROI model that drives your business: Step 1: Understand interaction trends. Step 2: Assign costs to these trends. Step 3: Get to the “why.” Step 4: Design an action plan. Step 5: Make reasonable assumptions. Step 6: Establish the projections. Step 7: Measure the impact. Full article: https://www.talkdesk.com/blog/7-steps-to-navigate-the-changing-cx-landscape/
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As I write this, they’re laying a brick wall outside of my window.
Each brick weighs about five pounds. There are a thousand bricks in this wall. And every brick is moved, one by one, from the truck to the cart to the wall. Over time, any inefficient move is costly indeed. Watching professionals do it gives me more admiration than ever for their commitment and grace.
If we’re lucky enough to work indoors, with free snacks and podcasts in the background, we might not get physically exhausted the way we would moving thousands of pounds of bricks. But the cognitive and emotional toll of repetitive tasks is real, even if doesn’t leave callouses.
The discipline is to invest one time in getting your workflow right instead of paying a penalty for poor digital hygiene every single day.
Hacking your way through something “for now” belies your commitment to your work and your posture as a professional. Get the flow right, as if you were hauling bricks.

Harvard, Dartmouth and Stanford are always full. The value of their degree is largely based on scarcity. There are always more people who want to get in than they will allow.

That’s intentional. Artificial scarcity to create a credential that appears valuable.

Harvard has enough endowment and tech to offer 50x as many degrees as they currently do.

Now, though, online learning is upending the equation of scarcity.

Do students invest all that time and all that money because they believe they’re going to learn something, or is it simply that they’re going to be awarded a scarce credential?

Because sooner or later, learning wins out. The paper fades, but what you know and who you become lasts.

It’s March (wow) and a year of uncertainty, pain and unrest may be beginning to recede. And over the years, the team at Akimbo has seen that the March sessions of their workshops are often the best attended and most powerful. Something about spring (up here) and autumn (south of here) seems to challenge people to take action and to make a difference.

The Marketing Seminar is back for its 11th session. It’s the most powerful and most popular marketing workshop in the world. More than 10,000 people have been through it (that’s more marketing wizards than Harvard, Wharton and Stanford graduate in any given year) and now it’s your turn. Enrollment opens today and the first lesson starts soon.

The altMBA deadline for First Priority applications is next week, March 9. The August session is your chance to level up, and early applications are given priority.

Writing in Community is back as well. There’s plenty of room for your book in the world, but what you may need is a cohort to help you get it done. Kristin Hatcher leads a group that commits to writing together and publishing together. It opens for signups on March 16th and you can claim a spot on update list by visiting the site today.

And in just a few weeks, the fabled Story Skills Workshop returns. Bestselling author Bernadette Jiwa has taught the world about the magic of story–in branding, in leadership and in communications–and this workshop represents your best chance learn from her and from each other. It opens on March 23, but sign up today for updates.

There are tens of thousands of reasons that people just like you have decided to learn something. Akimbo (now an independent B Corp) is built to make it possible for people to lean into possibility, to connect and to learn.

These four workshops are the best way I know to make a difference. Each is different, each has a different pace, structure and purpose. But together, they represent a clear, powerful and proven vision for how each of us can level up and learn to contribute.

And there’s room for you.

PS here’s what a student posted just this morning as part of the 60th lesson in TMS10…

Tracking is vital to providing a great customer experience and running a call center.
But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. And they usually end up doing neither.
Top Contact Center Trends 2021
Your contact center runs on technology, but it’s your agents doing the running. And if you want them to improve, you need to be holding the right yardstick.
Here are the critical call center agent performance metrics.
The 4 Most Important Call Center Agent Performance Metrics
1. Agent Satisfaction
Gone are the days when occupancy rate and average handle time were used to browbeat agents.
The customer service industry got turned on its head in 2020. We’re hoping that CX leaders realized the key to outstanding service was ensuring their employees were happy.

Gone are the days when occupancy rate and AHT ruled the roost. CX leaders are finally realizing the key to outstanding service is happy employees. #cctr #cx Click To Tweet

You can implement as many processes, procedures, and incentives as you like, and they’ll all crumble in the face of one unengaged employee.
Look after your people. They’re the key to your contact center’s success, and their agent satisfaction needs to be at the heart of everything you do.
2. Customer Satisfaction (CSAT)
Customer satisfaction is, of course, the reason we’re all here. This call center metric is an essential gauge of customer perception — how they perceive your product and service.
But it’s also a great way to measure your agents’ performance, so don’t forget to ask customers, “How satisfied are you with the service you received?”
Why You Should Hire Agents Based on EQ not IQ
Unsurprisingly, when you have happy and productive people working for you, they pass on that love to your customers, and CSAT goes up.
Hurt people hurt people, and happy people help people. Simple.
3. Net Promoter Score (NPS)
Net Promoter Score is an ingenious way of measuring how customers feel.
Chances are, people won’t be able to gauge ‘satisfaction’ in anything more than a nominal way. But it’s far easier to make a call on whether you would recommend this product or service to friends and family.

One of the secret ingredients to excellent customer satisfaction is reducing friction at every point. Customer Effort Score is a great way to do this. #cctr #cx #cesClick To Tweet

You can also ask for an NPS rating after a customer interacts with a rep, “How likely are you to recommend our brand after talking with this agent?”
It’s important to remember that people don’t read carefully. So — as with all post-contact measures — not all low scores are directly related to the agent’s performance.
Let’s put the humanity (and reality) back into KPIs and avoid the meaningless sliding scales.
I’m personally in favour of a more straightforward NPS system: Yes or No.
And for agents, I would suggest reframing it to: “Would you want to speak with this agent again?”
4. Customer Effort (CES)
Customer Effort is a reasonably new metric in the call center and one that is sadly under-utilized.
One of the secret ingredients to excellent customer satisfaction is reducing friction at every point. Friction in the customer journey is anything that increases customer effort.
Whether they’re making a purchase or getting an answer from a human being, the idea is to alleviate hurdles, minimizing the effort required by the customer to get what they want.
How to Effectively Set Goals with Your Call Center Team
CES is a good measure of how willing the agent is to go above and beyond. But remember, ‘effort’ is as subjective as ‘satisfaction.’ Peoples’ expectations of how much effort they’ll have to exert to get something will vary wildly.
As with many of these call center metrics, CES is a good indicator but rife with nuance.
Other Common Operational Agent Performance Metrics
These are the more traditional metrics for call center agent performance.
We call them ‘operational metrics’ because that’s what they’re really for.
They’re able to indicate how your agents or team is operating. Still, they’re not very good at telling you why that is, or how best to improve.
Occupancy Rate/Auxiliary Time
Occupancy rate is a crucial metric in the call center and a great indicator of how busy your agents are. Still, many managers use this back to front.
It’s common for leadership to equate high occupancy and ‘auxiliary time’ (time not working) with agents that are skiving off during shifts.
The Smart Contact Center Manager’s Guide to Managing High Call Volume
But the real value of occupancy rate — if you’re looking to improve agent performance — is forecasting demand and ensuring that agents aren’t overworked.
If your occupancy is consistently high, expect both CSAT and agent satisfaction to sink.
Schedule Adherence
Schedule Adherence is another old but still useful measure of how well agents are turning up for work.
Set a lower bar for schedule adherence, make sure everyone on the team knows what it is, and then determine why agents are missing the mark. Likely, it’s because they’re struggling with something else too and need help.
Escalation Rate
Escalation Rate is another operational KPI in the call center that can be used to measure agent efficacy.
If an agent is escalating more inquiries than the expected average, that is an area that probably needs to be addressed. Likely, the issue isn’t laziness on the agents’ part but a breakdown in your internal processes.
6 Things Contact Center Agents Are Too Afraid to Tell Their Manager
The agent could perhaps do with better training. But it could also be that you haven’t empowered them to resolve the issues they’re facing. That could also mean something on your front-end is broken that shouldn’t be, which is impacting the customer experience all the way back to your agents.
Understanding Call Center Agent Performance Metrics
To their detriment, many legacy call center managers take a ‘nose to the grindstone’ approach to agent performance metrics.
Average Handle Time is a terrible indicator of call center efficiency. And focusing on operational KPIs like Occupancy or Schedule Adherence will only show you who are the worst performers.
A better approach is to focus on improving Agent Satisfaction. You will soon find that all other metrics fall into line because happy people help other people.
Easy!The post Blog first appeared on Fonolo.

We often send metaphorical letters to our past selves, berating the choices we’ve made. We express regret about missed opportunities or past mistakes. It’s easy to blame our younger selves for the mess we’re in.

What would you say to your future self? And how would you feel when you read that letter in a few months or years?

Maybe you’d discover that the crisis or cataclysm you’re facing right now didn’t turn out quite as badly as you feared. Maybe you’d express some optimism that you could turn into action. And maybe you’d develop some empathy for your past self, who was just doing the best you could.

Brands are caught in a maelstrom of change, the impact of which will be felt for years to come. The pace of digital transformation has accelerated dramatically, and with it has brought increased consumer demand for self-service and social media-based interactions, on top of human assistance as required. This is compounded by an ever-rising expectation…
The post Bridging the Engagement Capacity Gap appeared first on Customer Experience Magazine.