Category: Customer Experience

Some problems lend themselves to reexamination. A second, third or even fourth thought is productive, because our initial impulses might not reflect our best effort at understanding the nuances of the situation.

But many problems simply create more thoughts, without productive output. As we confront something that is unlikely to have a simple or productive way forward, it’s easy to go into a mental tizzy imagining solutions.

The art is understanding which sort of problem we’re facing. And devoting the right amount of thought (not less and definitely not more) to the situation we’re in. Spending cycles on categorizing the problem is probably more productive than wasting time on problems that don’t deserve our effort.

Dubai, October  – The GSA™ programme concludes another successful year, after bringing together top organisations across the Gulf region to recognise the best sustainability initiatives.  On October 24, the event took place at the Conrad Hotel and Fairmont Hotel, with the judges watching and scoring the presentations during the day and the Awards ceremony in the afternoon. …
The post Winners announced for Gulf Sustainability Awards™ ’22 appeared first on Customer Experience Magazine.

Dubai, October  – The GSA™ programme concludes another successful year, after bringing together top organisations across the Gulf region to recognise the best sustainability initiatives.  On October 24, the event took place at the Conrad Hotel and Fairmont Hotel, with the judges watching and scoring the presentations during the day and the Awards ceremony in the afternoon. …
The post Winners announced for Gulf Sustainability Awards™ ’22 appeared first on Customer Experience Magazine.

It’s the first mile.

Big tech likes to talk about the last mile problem–how to get a wire, a system or a concept from where the nodes are easy to plant to where people actually are. As if the hard part is what they’ve already done, and now it’s just the last little bit…

None of it matters if the people aren’t connected. So perhaps we ought to call it the first mile instead.

For the last year or so, volunteers around the world have been building The Carbon Almanac. It has become a bestseller in each country it has appeared (including the US, UK, the Netherlands, Italy and now in Chinese) and there’s a wide range of free material to go with it.

Will you join our community to help with our new cities project? We have room for you, but will probably have to close registration soon.

The details are right here. Thank you.

Call centers need all their parts in order to run smoothly. But what happens when you’re missing members of the team? It won’t be long before you encounter some serious problems.
Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. This may include sick days, unapproved personal days, and extended breaks at the office.
What’s more, absenteeism is known to impact call center KPIs — in other words, this could be the root cause of performance issues for your team. If frequent agent absences are getting the best of your call center, it’s time to remedy the issue. Let’s explore the most common causes of call center absenteeism and how to fix them.
How to Foster Agent Engagement in Today’s Contact Center
Why Attendance Matters in the Call Center
Good attendance and punctuality are essential to running a successful call center. It’s not just about instilling discipline in your agents; it’s about ensuring your team is fully staffed and equipped to handle the day’s call volumes.
If your team struggles with attendance, logging absences won’t be enough to turn things around. You’ll want to track absence rates over an extended period and use those figures to find patterns and trends in your agents’ activity.
How to Calculate Absence Rate in the Call Center
The impact of high absence rates is similar to short-staffing. If you don’t have enough agents working, your call center won’t have the resources to deal with high call volumes and caller demand. This can cause the following call center metrics to suffer:

Cost of operation
Customer satisfaction (CSat)
First call resolution (FCR)
Abandonment rate
Agent satisfaction and attrition

The Main Factors Impacting Call Center Absenteeism
Now that we’ve established the importance of managing call center absenteeism, it’s time for the next topic: how to manage its root causes.
Keep in mind that some of these factors will be outside of management’s control — here are a few examples:

Sick days and personal days
Home or family emergencies
Illness or injury
Running late for a shift
Medical appointments

You can’t control everything. But the list below still holds plenty of opportunities to bring about a positive change in your team’s attendance rates.
1. Workplace atmosphere
Have you assessed your agents’ workspace lately? If your work environment isn’t appealing to your employees, they may be reluctant to return to their workstations.
Consider things like lighting and noise. Would a fresh coat of paint or increased natural light improve your work setting? Do the noise levels allow agents to properly support your callers? While these may be small adjustments in the grand scheme of things, they can go a long way towards encouraging productivity.
2. Work stress and disengagement
When managing agents, it’s important to ensure they enjoy their daily work. But if they’re constantly overwhelmed by call volumes and struggling with their tasks, they’ll be less motivated to attend work on time.
Part of addressing this challenge is making sure you hire the right agents to fit your call center culture. There’s a lot you can do around training and managing operations to ensure they have the skills and the know-how to succeed in their work.
Word to the wise: don’t wait until you have cases of agent burnout on your hands. By this point, it’ll be much more difficult to keep them engaged, and you may find yourself facing high agent attrition and turnover.
3. Lack of tools and technology
It doesn’t matter how talented your agents are — if they don’t have the right tools and equipment to do their work, they will begin to flounder.
Take the time to ask your agents where they have experienced problems and gaps in their daily work. By automating the challenging or monotonous parts, you allow them to focus on the most important part of their role: supporting your callers.
When it comes to modern call center software, there are incredible solutions in the marketplace. For instance, call-back technology offers your callers a call-back as an alternative to waiting on hold. This keeps call volumes under control and removes the need for hold time, creating a positive experience for both your callers and your agents.
4. Poor leadership and training
If your agents aren’t confident in their daily work, they may choose to avoid their workstations whenever possible. Often, this is due to lack of leadership and training in the call center.
Consider hosting one-on-one meetings with your agents to explore any challenges they may be facing in their daily work and come up with individual plans to help support each of them. This may involve more training sessions to sharpen their skills, or pairing them with a more seasoned agent for extra support.
Your 5-Step Action Plan for Improving Call Center Attendance
If you are committed to improving your call center attendance and absence rate, there is plenty you can do. Here are five things you can do today to get started:
1. Track your absence rate.
When it comes to call center strategy, it’s always best to make decisions informed by historical performance data. If you haven’t started tracking absence rate, you should begin doing so on a monthly basis. Here’s a complete guide on how to calculate absence rates and interpret your data.
Of course, this figure alone won’t tell you the full story of your call center’s absenteeism. You’ll need to collect additional information to fill in the gaps, which brings us to our next step…

DID YOU KNOW?
Quantitative data—such as absence rate—offer hard facts and figures, while qualitative data—such as agent feedback—give context to those metrics. You’ll need both types of information to get a full picture of where your contact center stands.

2. Gather feedback from your agents.
Once you have a strong set of historical data to work from, it’s time to get the story behind the figures. The best way to do this is to ask your call center agents about their experiences and gain insights from them.
There are many ways to do this, including employee surveys, one-on-one meetings, and return-to-work interviews for agents returning from extended leave. Take care to log the official reasons behind each absence and take the opportunity to offer more support to agents who need it.
3. Address gaps in your call center operation.
Once you’ve spoken to your call center employees, you may notice patterns emerging from your data. Consider everything from the work environment to the tools they use in their daily work and think of ways to make their work lives easier and more enjoyable.
For instance, call center agents might avoid work if they know they’ll have to deal with frustrated customers who have been forced to wait on hold. Adopting a call-back solution is one of the best ways to support a positive work experience while keeping call volumes manageable.
Aside from automating the less pleasant parts of agent work, consider upgrading the work environment itself. A pleasant workspace can encourage your agents to spend more time at their desks. This can involve anything from improved lighting, noise-cancelling equipment, to a fresh coat of wall paint.
4. Review and update your attendance policy.
When was the last time you reviewed your call center’s attendance policy? Your contact center is constantly evolving, and these policies should evolve along with it.
If your call center is one that has recently shifted to a remote or hybrid model, this is especially important. It’s also good practice to review your attendance policy with your agents, so there’s no confusion around expectations.

TIP:
If you notice an employee who is not observing your call center’s absenteeism policy, it’s best to address it at once. A gentle but firm reminder can prevent them, and other agents, from building bad attendance habits.

5. Create incentives for good attendance.
There’s no reason why you can’t give your agents some extra motivation. Reward employees who have glowing attendance records with a meaningful prize. For instance, you could offer a cash bonus or an extra paid vacation day. Letting your staff select from a small assortment of incentives — a spa day or tickets to a professional sporting event — can help them choose a prize they find personally rewarding.The post 4 Key Contributors to Call Center Absenteeism and How to Address Them first appeared on Fonolo.

When one person needs to fix a wall, adjust a cabinet or choose what to serve for dinner, they can optimize their choice. Make appropriate trade-offs. Take responsibility for the path chosen.

But when a group of people are asked to do the same thing, it’s easy to err on the side of the pursuit of perfect, or to choose to average things out.

And so the legal team weighs in, and consultants are hired. And so, “but what if?” is always considered, regardless of how rare that outcome might actually be. Entire industries are built around creating deniable, average products and services that are sure to delight no one, cost more than they might and insulate the committee from backlash.

When you find yourself creeping in this direction, it might be worth asking what the risk is of simply suspending the committee and putting someone in charge instead.

Our world is becoming increasingly digitised by the minute. Organisations that aren’t embarking upon digital transformation will be left behind by consumers. The way we interact with consumers has progressed massively.  Conversational messaging through digital communication channels is on the rise. Are you on board with it? What is conversational messaging? According to Webex research, over…
The post Webex’s guide to conversational messaging can enhance brand interaction appeared first on Customer Experience Magazine.

At the beginning of 2022, LinkedIn released the job roles growing in demand. This revealed the top 25 fastest-growing job titles over the last five years. A unique and necessary position that stood out to us was of a Diversity & Inclusion (D&I) manager.  LinkedIn also found the following statistics on the job role: The current…
The post D&I manager: a guide to the emerging job role appeared first on Customer Experience Magazine.

Nearly half of global customer experience (CX) employees say they hate the time pressures, inconsistent expectations, and health and safety concerns related to their job. They crave clearer expectations, better working relationships, and more support. New research shows that employers are beginning to respond to those preferences.  Roughly 74% of 800 global CX leaders surveyed by MIT Review Insight say their…
The post Culture of belonging: the importance of community in the CX workforce appeared first on Customer Experience Magazine.

Total Experience (TX) bridges user, customer, and employee experience disciplines into one transformational experience. This experience unifies every customer touchpoint; aligns the brand across every channel; harmonises business functions; and establishes trust within every possible journey. A TX strategy is focused on the goal of creating stronger, holistic experiences for anyone who engages with your…
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