Build a culture of learning to retain CX employees
For decades, contact centres have been environments of high staff turnover. Employees were expected to churn, and managers focused their resources on rapidly recruiting and onboarding new people. But a tight post-pandemic labour market and rising recruitment costs mean that model is no longer sustainable. Hiring new employees for the contact centre is now the…
The post Build a culture of learning to retain CX employees appeared first on Customer Experience Magazine.
Compared to what
Satisfaction is often driven by the story we tell ourselves. How does this rank compared to what I expected? Compared to what I used to have? Compared to the person sitting next to me? The richest person in the world used to sleep on the floor and eat moldy food, but still felt great because […]
The invisibility paradox
The optic nerve dominates. It’s piped directly into our brains and uses a lot of processing power to help us discern the world through vision. As a result, it’s louder than our other senses and often outshouts the rest of our brain. That’s why it’s easy to be fooled by a magician. This focus on […]
Points of view
The closer we look at what other people believe and do, the more clear it is that our view of the world doesn’t precisely match theirs. It never has, but now it’s magnified. The things we thought were a given, aren’t. No one believes what I believe, not exactly. How is it possible, we wonder, […]
A lot is a choice
You might want to make something that a lot of people want a little… Or you could make something that a few people want a lot. It’s usually neither. It’s rarely (very rarely) both. If you work hard and make intentional choices, though, you might end up with one or the other.
This week in CX: Qualtrics, Optimizely, and Serena Williams’ marketing campaign
Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at new research into the cost-of-living crisis, contact centre issues, and Qualtrics’ new solutions to directly help those contact centre problems. Key news On September 19th, Feedspot posted the current Top 10 CX publications available on the web. We’re absolutely…
The post This week in CX: Qualtrics, Optimizely, and Serena Williams’ marketing campaign appeared first on Customer Experience Magazine.
How to break silos between SaaS customer support and product teams?
Silos between customer support and product teams in SaaS companies make it harder to resolve issues or prioritize features.
Here’s a 5-part blog series to help with this challenge.
The first part is now up!
Can you relate to these issues?
https://www.rejoy.io/blog/4-step-recipe-for-an-efficient-product-support-collaboration
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Calculating Absenteeism in the Call Center
Absenteeism, or absence rate, is much more than simply tracking attendance. Find out how to calculate this metric and gain valuable insights from it!
The post Calculating Absenteeism in the Call Center first appeared on Fonolo.
For the upgrade
The phone in your pocket cost $600, but that was two years ago, so now, it seems to be free and fully paid for. The upgrade has a slightly better camera and a slightly faster processor. Here’s the question: “If you could have chosen between the phone you have now and the phone you want […]
Automating Customer Service Analysis
Hi all. We are working on a product for people in the Customer Experience to help them analyze their clients customer feedback data and manage brand reputation using data coming from review, surveys, NPS, etc.. So here is how this works:
1.) You bring in your own data that you want to do analysis on (Google reviews, Reddit, Twitter, 3rd party sites, NPS, etc.)
2.) We extract all relevant themes and topics along with sentiment and emotions for each of the reviews in Step 1
3.) We then populate our dashboards with visualizations and analysis that can be helpful to get a complete 360 degree view of what customers are actually talking about your product.
What are your thoughts around this and how can we add features to this product to help solve your problems?
submitted by /u/miteshyadav
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