Category: Customer Experience

​ 📷 Hey guys, I hope you all are doing great. I am developing a SaaS for the D2C industry that will help them boost customer retention and revenue, eventually decreasing customer acquisition costs. I would appreciate your taking the time to give me some suggestions for the product so we can help these small businesses grow. Our Socials:- Linkedin — https://www.linkedin.com/company/pointswipe/ Instagram — https://www.instagram.com/pointswipe.io/ submitted by /u/PointSwipe2023 [link] [comments]

Perhaps these might make a great game more fun:

Maximize total score: Exactly the same rules as regular Scrabble, but focus on increasing the total score of all players instead of defeating the others. It’s subtle, it can be challenging for a good player, and it creates more magic and opportunity for everyone.

Keep it closer: A simple rule change changes the dynamics. If you’re behind in the score, you’re allowed to turn any of your tiles over and play it as a blank instead. This self-corrects as the game advances.

Points for bluffing: If you get away with playing a word that’s not in the dictionary, you get 100 bonus points. Now the game has social and risk elements as well.

Make it fast: My friend Joanna pioneered a version where you work to place all the tiles as fast as you can. The more you play from the shared pile, the more points you get. There are lots of variations, but you get the idea.

PS I get an enormous amount of pleasure playing this app. By playing against the computer instead of other humans, it’s calming instead of enervating. There’s also a button you can press to see what would have been your best move, which will really help your game going forward.

They apply to jobs, relationships, art projects and everything in between:

The top right is the rare one–a car that goes fast but doesn’t feel like it’s on the edge.

The hot rod is a car that is actually pretty safe, precisely because it doesn’t feel that way. You don’t have to drive very fast or take many risks to feel like you’re on the verge.

The joy ride is dangerous because you don’t feel like you’re having fun until you push it really hard.

And cars that go really slow and feel that way aren’t sports cars at all.

When you need to turn something up to 11 and risk your hearing, your bank account or your sanity to actually feel anything, you’re on the road to an unhappy ending.

I’m in favor of hot rod projects. You can go all in without risking everything.

Heightened demand for more personalised, streamlined customer experiences combined with the cost-of-living crisis has created a challenge for organisations in how they engage with customers and successfully deliver the best experience. How can organisations keep abreast of their customers circumstances, demands and experiences effectively without the right engagement? The current state of play One in…
The post Improving customer engagement in a challenging economic climate appeared first on Customer Experience Magazine.

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into increasing budgets for the year, what CX imperatives are forecasted as for 2023, research into virtual training, and the new partnership with parcelLab and New Look. Key news Over two thirds of businesses are set…
The post This week in CX: new partnerships and research in retail; plus Content Guru & Merkle appeared first on Customer Experience Magazine.

The learning curve is familiar to many people. It might be steep, but it’s continuous. Organizations (and people) work their way up it, one step at a time (it’s the black line in the graph below).

But there’s rarely a continuous learning curve.

Instead, it’s often interrupted by leaps. The moments when both feet need to leave the ground in order to get from here to there. These red boxes feel like brick walls (until we realize that they are our chance to leap.)

Hi Cx community, we’ve created a tool that aims to make it easy for businesses to drive conversions with relevant landing pages for each Google Search Ads keyword and to customize website for each visitor with AI – all without the need for developers. ​ We’d love to hear your thoughts and feedback. ​ Thanks for your time! submitted by /u/Wild-Tax7702 [link] [comments]

Then none of it is in bold.

Hi CX community, my colleagues have put together a guide to customer journey mapping and I’m keen to get some feedback to find out if it should cover anything else. The aim is for it to be as practical a resource as possible, so it includes these topics: ​ Definition & importance of customer journey mapping for businesses How to design your journey map Creating a customer journey mapping strategy Using customer personas to refine journey maps How to keep the process simple It would be great to find out what other topics or tips would be useful, for instance would you find case studies useful? The link to the guide is here: https://www.cxnetwork.com/cx-experience/articles/what-is-customer-journey-mapping-the-complete-cx-network-guide Thanks! submitted by /u/digital_trippy [link] [comments]

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Sounds great, right?
But in a world of possibilities, you may wonder which processes are best to automate. Or where you should even start. Trust us; it’s worth the effort to review your operations and pinpoint the places where automation can offer the most significant payload. We’ll break it down for you, take a closer look at the various types of automation – and share a step-by-step guide to getting started. Let’s jump in with some basics.
What is Call Center Automation?
A little background first. Call center automation is a practice of using software to automate processes and perform tasks – often those that are simple and repetitive. Automation should reduce the need for a human staff member to complete these tasks or, in some cases, eliminate the need for human involvement. (Keep in mind that all automated processes need to be monitored at a higher level and continually optimized to ensure you are getting the desired results from your tools.)
Call centers must deliver consistent, accurate information, and automation can help meet this goal while improving the customer experience and reducing agent stress. Let’s face it; repetitive taskwork is tedious and leads to employee burnout.
FACT: A 2019 study found that 70% of call center agents reported experiencing emotional exhaustion, a key component of burnout.
Best Processes to Automate in Your Contact Center
The rise of AI and machine learning has dramatically – and suddenly – increased the number of call-center processes that can benefit from automation. Here are some popular examples:
Chatbots automate simple customer service
Chatbots use artificial intelligence to answer your customers’ questions with instant responses. They are becoming increasingly popular in contact centers and are one of the first AI-assisted tools many businesses try. Chatbots can handle enormous query volumes, reply to simple questions, and escalate callers to a live agent if needed. They can be trained to answer frequently asked questions, make recommendations, and even complete basic transactions.
Intelligent call routing directs calls automatically.
Smart call routing is a popular contact center automation many of us are familiar with. These IVR-based systems screen callers with simple questions and direct them to the right agent or department. This can help to reduce wait times and improve the customer experience.
Voice call-backs offer return calls during quieter periods.
Voice call-backs keep customers off hold by automatically offering a call-back during peak call periods when agents are overloaded. The best call-back software is omnichannel and flexible, allowing customers to schedule their preferred call-back time from any device. Look for easy integration with your existing software, quick deployment, and in-depth analytics when shopping for call-back technology.
Automated reporting and analytics offer real-time insights.
Automated reporting and analytics systems provide real-time insights into the metrics that matter most to call center managers, such as call volume, wait times, call resolution times, and other KPIs. Automated tools help organize the enormous volume of data flowing through a contact center, and having this information at your fingertips allows managers to make well-considered, data-driven decisions.
Knowledge management systems support AI tools and agents
Your organization needs a well-built central repository of company knowledge – like an internal FAQ – to provide agents, and AI tools, with real-time access to the information necessary to resolve customer inquiries.
Automated dialing systems improve outbound calling.
The line between inbound and outbound call centers is blurring as contact centers rely on call-back technology and take on increased sales and marketing duties. Increase the efficiency of outbound calling and reduce human error with automated dialing systems. These systems are enhanced with predictive dialing algorithms that maximize agent productivity by only connecting agents to live calls.
Streamlined lead nurturing drives conversions
Modern call centers are integral to your business’s sales and marketing process and rely on customer relationship management and sales software. Automation can help streamline processes like lead nurturing by sending targeted emails, SMS messages, and other communications to prospects at the right time, helping to build trust and drive conversions.
Our Top 6 Picks for Call Center Automation Software/a>
More Benefits of Call Center Automation
Automation directly impacts many of the KPIs that call center managers closely monitor. Here are more ways automation can impact the success of your operation.
Automation can improve CX.
At the end of the day, the real goal of any contact center is to deliver an excellent customer experience. By reducing wait times, resolving issues quickly, and providing consistent, high-quality service, automation augments the human touch and helps agents deliver next-level customer service.
Improved agent happiness
Successful businesses know that employee happiness is directly linked to customer happiness. After all, an agent who works in a supportive environment with the proper tools and engaging, challenging workflow is much more likely to provide good service than someone worn down by repetitive, mundane taskwork. Automation relieves agents from monotony and lets them focus on creating positive customer interactions. Happy agents = happy customers.
Increased efficiency and accuracy
Automation can significantly increase the efficiency of contact center operations by streamlining processes and reducing errors. Automated reporting and analytics systems provide real-time insights into key metrics, ensuring agents spend their time well and signaling areas where more support or training may be needed.
Reduced costs
By speeding up processes, decreasing wait times, and introducing efficiencies across workflows, automation saves money across your operation. For example, an automated dialing system saves agents time and company dollars by connecting agents only to live calls, with no downtime for agents or callers. Chatbots answering simple questions and respond to huge volumes of calls, saving labor costs – and reserving live agents’ attention for more complex queries.
Better data management
When automated systems store call center data from multiple channels in a central repository, they save immeasurable human hours that would otherwise be spent storing and retrieving this information. The data is easier to access and analyze, and automated QA systems (call recording methods screened with NLP-enabled AI tools) can also monitor the data’s quality and identify areas for improvement.
How to Automate Your Call Center: 4 Steps
Automating a contact center may seem daunting, but consider the benefits: streamlined operations, reduced human error, improved CX, and decreased costs. This simple four-step plan can help you get started.
1. Conduct an audit and assess your needs
Conduct and audit to assess your needs and identify which processes can benefit from automation in your contact center. Review your KPIs and consider call volume, wait times, call resolution times, and CSAT levels to decide which processes could benefit. Involve your staff! Agents will have critical insights into the aspects of their workflow that are overly repetitive or prone to human error.
2. Create a budget and choose your tools
Start with a budget to help keep goals realistic and manage expectations as you automate your workflows. Consider tools like chatbots, reporting and analytics systems, lead nurturing strategies, Web Call-Backs (formerly Visual IVR), and knowledge management systems. You’ll need to delve into the fine print to be sure that new software is quick to deploy, easy to use, and integrates well with the systems you already have in place.
DID YOU KNOW: TECH_TALK – CALL OUT TO FONOLO” S QUICK DEPLOYMENT TIMES
3. Deploy your tools and monitor your performance
Implementing your tools likely involves sorting out integrations with current software, configuring the new system, and training your employees on how to use their new tools. Your IT team will be involved, so ensure they understand the benefits of automation upgrades.
It’s important to remember that automation is not a “set-it-and-forget-it” scenario. You’ll have to monitor performance and metrics like CSAT scores to ensure your tools are optimized for peak results.
4. Continuously improve
Finally, it is essential to continuously improve your automated processes by regularly reviewing performance metrics, soliciting feedback from customers and employees, and making adjustments as needed. Automation is an ongoing process, and there is always room for improvement.The post Call Center Automation: Best Processes to Automate first appeared on Fonolo.