Category: Customer Experience

Martin Hanley, CX Activation Manager and Chloe Woolger, Commercial Director CX, Kantar UK explore the future of CX and what needs to be done to ensure the customer is placed at the heart of the organisation. See the whole presentation and Q&A session below:
The post CXTrendTalks: Martin Hanley, CX Activation Manager and Chloe Woolger, Commercial Director CX, Kantar UK appeared first on Customer Experience Magazine.

Your policies, processes and technology (CRM system, contact center, front-office and back-office applications) should help customers do business with you. Nothing during their customer journey should cause them confusion or frustration. Regardless of a customer’s touchpoint, there shouldn’t be a point of failure. Key operations areas within your contact center are forecasting and schedule accuracy, service levels, quality assurance, employee satisfaction, and customer satisfaction. Full article: https://www.genesys.com/blog/post/unify-operations-and-tech-for-a-superior-customer-experience
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Jamie Thorpe, Head of Experience Management (XM) and Katherine Shipton, Associate Director at Ipsos MORI dive deep into results of CX Voices 2020, an inaugural market study of both client and agency side CX Professionals. See the whole presentation and Q&A session below:
The post CXTrendTalks: Jamie Thorpe, Head of Experience Management (XM) and Katherine Shipton, Associate Director at Ipsos MORI appeared first on Customer Experience Magazine.

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As part of CXTrendTalks at the 2020 UK Customer Experience Awards, Maxie Schmidt, Principal Analyst CX at Forrester shared The Top 5 CX Predictions for 2021. Trust, safety and inclusion are some of the key elements customers will be looking for in brands in the coming year. See the whole presentation and Q&A session below:
The post CXTrendTalks: Maxie Schmidt, Principal Analyst CX at Forrester appeared first on Customer Experience Magazine.

We’ve all seen the stories: Customers left on hold for hours, sometimes unable to get through for days. How should we interpret them? Often these articles take the view that companies are letting down their customers, or governments are letting down their citizens.
In that way, the stories fall into a familiar emotional bucket: A callous bureaucracy is too unprepared, stingy, or incompetent to provide good service.

And while it’s true that many organizations are guilty of those things — and we should not give them a pass — it’s also true that you should not judge their response in a crisis with the same yardsticks you use for day-to-day performance. To grade a contact center on handling a crisis, you really have to judge it in context.
If all I know is that a company had 10 hour hold times, I don’t know if that’s an alarming number or not. Maybe if they got through a million canceled flights with only a hundred agents, that’s a stellar result. Or perhaps they botched it entirely and should have been able to do it without hold times stretching over 1 hour. We have no idea.
The State of the Contact Center 2020
But the problem is deeper. Even with all the data, we don’t have a framework for measuring success under a crisis.
How do you measure success in a crisis?
Ours is an industry obsessed with yardsticks. Virtually every call center marches under the banner of “answer 80% of calls in under 20 seconds” or something similar. Read this article about Arise to see how extreme it can get. And yet, we have a blind-spot around the crisis scenario.
That makes it harder to celebrate cases like New Zealand’s response in March to the initial Covid wave. Yes, there were long hold times, but you can see an outright success in the context of the demand they faced.
For a deep-dive into what happened in New Zealand’s government call center and lessons learned, check out my TADSummit presentation.

Complaining that hold times are long because of high demand is the lazy way out. The tougher question is: What would a better system be? #cctr Click To Tweet

So, in answer to the question, “How did contact centers do in the pandemic?” we don’t have anything tangible to discuss beyond sharing anecdotes. Why is that?
Think about how we monitor and report on other infrastructure during a crisis. When there’s a hurricane, we get reports on how many flights are canceled. When there’s an earthquake, we get information on which bridges fell. With a power outage, exactly how many homes were affected?
We are living through a pandemic where mass communication is essential: companies to customers, governments with their citizens. Contact centers are part of the infrastructure that is being stress-tested by this crisis. Yet, we can’t really assess how we’re doing.
Contact Center Trends 2021
We need to face tough questions. Of course there will be occasions where agent capacity is overwhelmed. If not this crisis, then the next one. We shouldn’t treat it as uncharted territory.
What should happen if your call center has an unexpected situation where demand doubles overnight? How about a 10x demand event? Is your obligation different in the latter case? What’s the right way to treat callers if you can’t get to them today, or maybe not till next week? How will you know you’ve done it well? Surprisingly little has been written on this topic.
So, back to those headlines. Complaining that hold times are long is the lazy way out.
The tougher question is: What would a better system be?
The post Did Contact Centers Fail the COVID Test? first appeared on Fonolo.

How do you act when you’re not thinking about how you act? When no one is looking and when you’re just doing what you’re doing…
That’s the automatic self. No narrative, no second-guessing.
Now, here’s the real question:
Has your automatic self changed since you were a kid?
If it has (and I hope it has) then that’s all the proof we need that the automatic self isn’t a given, it’s not hard-wired and it’s not permanent.
In fact, it changes from practice. It’s a skill.
We can learn to be the ‘authentic’ version of ourselves that we’d like to live with.
It takes habits, learning and feedback. And the commitment to become a better version of ourselves.

Let’s not beat around the bush (an interesting saying!), 2020 has been a tough year and it’s not over yet. But I wanted to share my story, it may just provide some hope to those facing redundancy and/or are thinking about changing professions. Let’s start at the very beginning (a very good place to start……
The post A Story of Hope appeared first on Customer Experience Magazine.

Hi everybody! I’m helping a feedback management startup to enter a foreign market. We are creating a convenient platform that will cover all customer needs in the field of user feedback. So I would like to do a little research, please tell me how it works for you. We are very interested to hear from you which platforms/services for user feedback collection you use. Probably you know already such platforms as:
Usabilla Servicate Hotjar Medallia
Opinion
Do you like the level of support that is provided by the Feedback collection platforms? Do you need any kind of these services? How do you collect feedback from mobile applications and websites? What do you like and dislike about current solutions?
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Today, creating a responsive e-commerce website with the latest products is not enough. It is equally important to learn about customer feedback for eCommerce business, as the success and growth of your business depend on your customers. According to a recent study conducted by the Spiegel Research Center… https://www.krishaweb.com/benefits-of-customer-feedback-for-ecommerce-business/
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