Category: Customer Experience

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The impact of 2020 was far-reaching, especially for sales and marketing teams. With business and consumer spending habits having dramatically changed due to uncertainty, as we move forward into 2021, how can businesses overcome this challenge, especially in the wake of three national lockdowns, a furlough scheme and a general lack of organisational spending? One…
The post Thriving in 2021: The Top Trends for Sales and Marketing Leaders appeared first on Customer Experience Magazine.

The internet clearly has a trust problem. As with most things, it helps to start with the Grateful Dead.

After their incarnation as the Warlocks, they became more than a band. It was a family on the road. There were people who gave up their careers to follow them around, living on buses… they were seeing thirty or forty shows a year. You traded tickets, did favors, built relationships. People in the family knew that they’d be seeing each other again soon.

And then, in 1987, Touch of Grey went to #1 (their only top 40 hit) and it attracted a huge (and different) crowd to the shows. Reports were that the intimacy and trust disappeared.

Glen Weyl points out that the internet was started by three tribes, as different from each other as could be. The military was behind the original ARPA (and then DARPA) that built and funded it. Professors at universities around the world were among the early users. And in San Francisco, a group of ‘hippies’ were the builders of some of the first culture online.

Because each of these groups were high-trust communities, it was easy to conclude that the people they’d be engaging online would be too. And so, as the tools of the internet and then the web were built out, they forgot to build a trust layer. Plenty of ways to share files, search, browse, chat and talk, but no way to engage in the very complicated things that humans do around identity and trust.

Humans have been in tribal relationships since before recorded history began. The word “tribe” appears in the Bible more than 300 times. But the internet isn’t a community or a tribe. It’s simply a technology that amplifies some voices and some ideas. When we don’t know who these people are, or if they’re even people, trust erodes.

When a site decides to get big fast, they usually do it by creating a very easy way to join, and they create few barriers to a drive-by anonymous experience. And when they make a profit from this behavior, they do it more. In fact, they amplify it.

Which makes good business in the short run, but lousy public policy.

Twenty years ago, I wrote that if someone goes into a bank wearing a mask (current pandemic aside) we can assume that they’re not there to make a deposit.

And now we’re suffering from the very openness and ease of connection that the internet was built on. Because a collection of angry people talking past each other isn’t a community. Without persistence of presence, some sort of identity and a shared set of ideals, goals and consequences, humans aren’t particularly tempted to bring their best selves to the table.

The system is being architected against our best impulses. Humans understand that local leadership, sacrifice and generosity build community, and that fights and scandals simply create crowds. Countless people are showing up, leading and pushing back, but algorithms are powerful and resilient, and we need some of them to be rebuilt.

Until there’s a correlation between what’s popular or profitable and what’s useful, we’re all going to be paying the price.

It’s no secret that 2020 was a tough year for customer service agents. Increased workloads, heightened customer expectations, a global shift to remote work. Unfortunately, most of these challenges have spilt over to 2021, as more and more companies realise the immense importance of customer service as a primary business function. With this added pressure…
The post A 3-step guide to giving your customer service agents more autonomy appeared first on Customer Experience Magazine.

Why should contact centers focus on Omnichannel engagement with customers? Omnichannel support for your customers doesn’t only build better customer experience. It increases agent productivity and inevitably helps to improve your call center efficiency. Real omnichannel requires making the customer the focus, no matter the channel. It means that you understand and respond to conversations in real-time. No matter where they contact you, the customer journey has to progress—no repeating, no steps backward. ​ https://preview.redd.it/o10c6bjlrgf61.png?width=1024&format=png&auto=webp&s=7be5f4e106f855222ef058469236277af15f57ef
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The CX Summit 2021, the first International online conference of Boussias and Marketing Week, took place with great success on Thursday 28 January. For more than 10 hours, 417 top executives from the global CX community and 23 top speakers from 20 countries gathered to plan the future CX agenda. It was an info – marathon honorably dedicated to…
The post Athens marked the next day of the CX worldwide at CX Summit 2021 appeared first on Customer Experience Magazine.

With the growing demand for business to go online, you might have come across many website development agencies. But how to find the right agency that will meet all your business needs? Below are some important factors to consider which will help you to make an informed decision. >> https://www.krishaweb.com/how-to-choose-right-web-design-agency ​ #tipsforbusiness #websitedevelopmentagency #websitedesigning #webdevelopment #tipsforwebdevelopment #WebDesignAgency #WebDesignCompany
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Many hands make light work, so the saying goes. However, it doesn’t always make for the desired outcome.
This is especially true when it comes to contact center outsourcing. It may be tempting to hire an external team when faced with high call volumes, but in doing so, you risk lowering the quality of your customer experience.
Luckily, there are many tools and technologies out there that can help you avoid the need for outsourcing. Some may seem familiar, and others may be something new for your business to adopt — but with the right tactics, strategies, and a bit of luck, your contact center may never have to outsource your calls again!
The Pros and Cons of Call Center Outsourcing
1. Live chat
One of the most common tactics for lowering call volume is to offer alternative channels for your customers to contact you through. Live chat is one of the most popular options among customers — and it’s incredibly efficient, allowing agents to serve more than one customer query at a time.
2. Call-back technology
Hate waiting on hold? So do your customers — that’s why call-back technology should be an essential part of your customer experience strategy. Not only does it make for a better customer experience, but it also helps your agents manage high demand by deferring calls to a later time. It’s a win-win!
3. Email
Hear us out. While email is not exactly a revolutionary piece of technology, it can be great at managing high demand in your contact center when applied strategically. Remember, by offering your customers more channels to reach you. You can lower your call volumes and respond to their queries more efficiently!
Guide to Contact Center Technologies 
4. AI-enabled chatbots
While AI cannot provide full customer support just yet, it can support your agents by taking over tasks that would otherwise eat into their precious time. From predictive call routing to gathering customer information, there’s endless potential for this developing technology!
5. Smart IVRs
Smart IVRs are making their way into mainstream contact centers to serve customers without agent involvement. This technology draws from past interactions with the caller and resolves their query, only transferring customers to a live agent if the issue is too complicated.
6. Voice-to-message software
This technology converts voicemail messages to emails, which agents can respond to in the written form. It’s a great bridge between two of the most common contact center channels and can provide your agents with a lot of flexibility when serving your customers!The post Blog first appeared on Fonolo.

“Yet”.
You can append it after any sentence related to your journey of achievement and contribution.
“I haven’t finished the project”
“I haven’t learned how to juggle”
“I haven’t made the sale”
YET.
And along the way, “Yet” turns “can’t” into “haven’t.”
Yet isn’t the result of brazen persistence. It’s what we earn with learning, insight and generosity.
—-
PS I just finished George Dyson’s latest, Analogia. It’s a stunning tour de force, a wide-ranging book that includes a heartbreaking chronicle of the genocide of Native Americans, riffs about Project Orion (a spaceship powered by atomic bombs) as well as a three-hundred-year arc of the past and future of computers and our co-evolution with them. I could see this book being the only thing studied over the course of a semester, it contains so many rich eddies, currents and insights. And don’t even get me started on the treehouse and the thirty-foot kayak.