Category: Customer Experience

Dangling calls,
Queues are stalled.
What’s taking you so long?
I just want to know why you
have got my order wrong.
Hour two,
why have you
abandoned my concerns?
Why am I still wasting time?
When will they ever learn?
Dashing through the day
With my phone stuck to my ear
Endless songs on loop
I pray the end is near
I just want support
For the product that I bought
I wanna shout into the phone
“Can you help me out or not??”
Still in queue.
Waits ensue.
There goes my goddamn day.
Why am I still stuck on hold?
Isn’t there another way?
Why am I
still on the line?
Is this 1958?
I’m hanging up – yes, I give up.
Just call me back, okay??
The post Dangling Calls: A Fonolo Xmas Carol first appeared on Fonolo.

Someone who plays Monopoly every week, and always uses the little silver hat as their playing piece and always buys Boardwalk if he can–he may think that this is his game.
That’s way too literal.
Someone who trades pork bellies on the floor of the commodities exchange might believe that she has a particular affinity to pork bellies, and that the specific is the game.
Still too literal.
In the first case, the ‘game’ isn’t the silver hat, the properties or even the Monopoly set. The game is the way it feels to engage with the regular group and the thrill of trading and perhaps winning. It would be possible to replicate or even surpass this game by playing Othello instead, or scouring garage sales to sell hidden treasures on eBay…
In the second case, the ‘game’ might actually be the thrill of the trade. Or it might be the satisfaction the trader gets from having an easily measured indicator (wealth) go up. Or it might be the status that comes from being richer than the folks you went to high school with…
We invent all sorts of trappings and decide that the trappings are our work. They’re not. There are only a handful of games that most people decide to play… games that have boundaries, other players, connections and outcomes. You can switch from one set of trappings to another much more easily than you imagine, particularly if you focus on the basic building blocks of your game instead of the outward appearance.
If someone takes away your playing piece, don’t fall into the trap of deciding you can’t play a game any longer.
If someone tries to persuade you that the game is to make as much money as possible, realize that they need more insight and imagination.
Whenever you can, it might pay to seek to create a game that works for you and for those you seek to serve. Because those games are the sustainable ones and the ones that you can play for a long time to come.

submitted by /u/Impressive-Corner749 [link] [comments]

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. 
I recently shared some insights with The Sweeney Agency about ‘How to Elevate Customer Experience,’ and I’ve outlined key takeaways from my conversation below. I encourage you to listen to the brief video clips to hear examples of how some businesses have applied practical applications of the tips below.
1. Deliver a One-Company Experience

During this time, you have to be relevant and unite your organization to improve your customer’s lives. After all, customer experience at its core is about #LEADERSHIP.
(Excerpt from my chat with my friends at @SweeneyAgency )#leadershipbravery #CX pic.twitter.com/5vzSdhTz8c

— Jeanne Bliss (@JeanneBliss) December 13, 2020

Don’t engage in fractured projects to address one customer concern or in response to a survey. Now is the time to unite and focus. Pick a few things that will benefit the whole organization versus every silo trying to get in their list. Use this time to determine three good things that you can do to improve the experience. A one-company focus paired with humanity is the secret recipe. 

Don’t engage in fractured projects to address one customer concern or in response to a survey. Now is the time to unite and focus. #leadershipClick To Tweet

2. Be Honest with Your Employees

The other thing that we’re finding is that it’s really important to have fearless honesty with your employees. We’re all living in a world of, “What’s going to come next?” If you don’t communicate with your employees and/or your customers, they’re going to fill in that black hole. They’re going to surmise what’s coming next, or what’s happening to them. If you have a lot of worried employees sitting around, that vibe is going to pass on to your customer. It’s important to remember that what’s on the inside shows up on the outside.
3. Don’t Underestimate the Importance of the Hello and Goodbye

What people remember is the EFFORT to receive the service versus the actual experience that you deliver. All of this work is about the underbelly of the organization. All of it is about #LEADERSHIP. #leadershipbravery #lifelessons #employeeexperience #cx pic.twitter.com/hsdzgku6n0

— Jeanne Bliss (@JeanneBliss) December 15, 2020

The beginning and the end of an exchange is where you can find your big opportunities. How do you end a chat? What does your packing slip in a delivery look like? Think through the small details because they make a difference. Find ways that you can think outside of the box. This is especially important as more people are buying things online and getting shipments to their homes. 

The beginning and the end of an exchange is where you can find your big opportunities. How do you end a chat? What does your packing slip in a delivery look like? #leadershipinnovationClick To Tweet

Be sure to check out previous blog posts in which I share more advice from other C-Suite leaders about how to navigate these uncertain times.
The post 3 Leadership Principles to Help Advance Your Employee and Customer Experience appeared first on Customer Bliss.

Sometimes we can foresee disruptive events, but often they are unpredictable. The COVID-19 pandemic has reinforced the importance of having the right technology in place so that even if organizations can’t predict every possible disaster, they can still plan for unexpected changes so you can quickly react with agility. For contact centers, this means having a robust, unified cloud-based platform that protects your ability to deliver exceptional customer service even in times of crisis. A platform that provides:
Outbound dialers so you can proactively send out messages, emails, and text messages to keep customers informed and reduce your inbound volumes. Self-service functionality, such as IVR and call back abilities, that are easy to configure and update. Digital channels, including email and chatbots, that can be implemented quickly so you can alleviate the requirement for live agent interactions.
Full article: https://www.niceincontact.com/blog/delivering-the-service-customers-expect-when-the-unexpected-happens
submitted by /u/vesuvitas [link] [comments]

submitted by /u/CX-Expert [link] [comments]

It’s no secret that employee retention is one of the largest operational issues facing companies around the world. From profitability to workplace morale and service quality, a high staff turnover rate can be detrimental to all aspects of a business. As an industry renowned for its high attrition rate (30-45%), customer service is facing perhaps…
The post Gamification: Boosting Employee Retention in Customer Service appeared first on Customer Experience Magazine.

“I was wrong,” isn’t something you hear very often. Particularly from people in power, or folks who have gone out on a limb espousing a belief.

It’s far easier to persuade someone to make a new decision based on new information.

That way, they can be right now, and they can also believe that they were right before.

Tis the season to be jolly. Tis also the season that leaves room for some serious customer experience faux pas. At this time of year, some staff are starting to wind down. Some businesses may even close over the Christmas period, but for others it is the busiest time of year. Whichever category your business…
The post Making it onto the ‘nice’ list this CXmas appeared first on Customer Experience Magazine.

Evaluating employee performance assures you’re providing the highest-quality service to your customers. Your Performance Evaluation Policy sets the standard for how staff must handle customers. This policy, along with your annual salary review program, will make sure that all employees offer the quality of service your customers expect. Silent monitoring, call recording, data-entry recording, and side-by-side coaching are ways to assist your employees in maintaining excellent customer service. Monitoring is used to provide feedback to them on their performance. Full article: https://www.genesys.com/blog/post/employee-satisfaction-operations-that-drive-customer-satisfaction
submitted by /u/vesuvitas [link] [comments]