Category: Customer Experience

Hi all! I’m doing some research into best practices around post-purchase experiences. Has anyone seen any companies doing this particularly well that they could share? If you bought something extra, what convinced you? I’m primarily interested in the airline industry (e.g. bought extra legroom or bag space after you purchased your ticket), but would appreciate examples from anywhere. Also would be great to know where and when they communicated the upsell to you that made it special. Thanks! submitted by /u/gcbrain [link] [comments]

Books used to be a solitary endeavor.

Ironically, it took the network effect and noise of the web to flip that idea upside down.

Now, a book is a totem, a chance to share, an item to be discussed, a physical instantiation of an idea that can be drawn on, exchanged or simply sit on your desk.

On Saturday, in dozens of countries around the world, the volunteers behind the Carbon Almanac will be holding book signings to celebrate the launch of this project. I’ll be doing three, and I hope you’ll stop by and say hello if you can. (Details and venues are here). It’s a world record signing because it’s the only world we’ve got–and we are all authors of our future.

Why a book and not a website?

Because the book is complete, coherent and represents a moment in time. Because a book can create a conversation and an event. Because we hope you’ll buy three.

Why three?

Because when you hand someone a book that they might not have thought to buy on their own, you can talk about it.

And that’s what’s missing in this urgent but largely ignored moment.

The conversation.

The peer-to-peer interactions that help us make up our minds and then take action.

You know someone who needs to understand what’s happening, because they care enough about our future that they’d actually like to know.

Get them a copy. Hold your own signing. Talk about it and then see the systems that are changing our world. We need to start now. We are all authors of our future. And doing nothing is a choice, but one that we’ll regret.

The book is already a #1 bestseller in Italy and the United States and available in the Netherlands as well. Thank you for supporting it.

PS here’s another try at inserting our team’s launch video. Sorry about the tech glitch.

Research shows that as much as 51% of the users move from a brand due to substandard customer experience and about 81% of the customers state that switching brands can be stopped if there is an improvement in the customer journey and customer experience. You can provide a great customer experience only when you know your customer journey well. https://www.embitel.com/blog/ecommerce-blog/complete-guide-on-customer-journey-mapping-and-user-experience submitted by /u/HippieSwat [link] [comments]

I work in data and analytics, not in CX. Starting to hear and see a lot about CX BI and data analysts. Talked to enough hiring managers to get the big idea. We need people to connect to our numerous disparate CX data sources (call center, CRM, sales platforms, website, ad-hoc client satisfaction and campaign db’s and spreadsheets), perform analysis, create KPI’s and metrics, dashboards, and communicate the data story to stakeholders. From there we can make more timely data informed decisions and stay relevant. This is a plan vanilla business intelligence use case. Ive seen many data and analytics trends over the years. It’s about basics and fundamentals to me. Every industry has its distinct pain points and roadblocks. In the world of customer experience what are the actual pain points, obstacles, and business problems? My initial takeaways: Companies in all industries need non-technical people to be more data literate, this is well known and theres research and data on it. Is the CX world behind the times with understanding data? Post COVID reality has boosted online retail and some say revolutionizing it, theres research and data on this as well. Obviously this increases the business cycle, transactions, trends, etc. Is CX world becoming more interested in data and analytics to keep up with the pace of change? To improve timelines to trends, procurement, R&D and problem resolution? This is high level and a view from somebody on the outside. In your own words: What are the problems and roadblocks? Why data and analytics now? What are you looking for data and analytics to solve or address? submitted by /u/MonsieurKovacs [link] [comments]

Intentional design is the most productive kind. It begins with “who’s it for?” and “what’s it for?” as foundational questions.

Along the way, complicated systems muddy design because there are so many “who”s to answer to.

Take this simple product found at a Hilton hotel, designed and sold by a division of Sysco, the giant food service company. It’s a little bigger than your thumb…

Well, if the “what’s it for” is to use in the shower, and the “who’s it for” is the hotel guest, it fails in countless ways.

It’s almost impossible to read (white type on a clear background). If you’re wearing glasses, or there’s steam, or you need glasses, then it is impossible to read.

It’s almost impossible to open as well. The diameter of the top is too small for most people to get a good grip on, particularly when used as intended–while in the shower. It turns out that the top doesn’t even screw off, there’s a tiny sharp lip that has to be popped up.

And now we get to the system problems.

The user didn’t purchase this. A well-meaning bureaucrat at Hilton worked with a well-meaning salesperson at a Sysco company to make the transaction happen. Both of them were trying to please their bosses. This might be as simple as, “buy something cheap,” but it could also have to do with favors owed, financing options or the convenience of delivery.

But wait, it gets worse.

When this container is used just one time, it’s discarded. It’s almost certainly put in an incinerator and burned for electricity or simply thrown into a landfill, where it will remain for a million years. The bottle is not only made of plastic, it’s at least five times thicker and heavier than it needs to be to do its job.

It’s not a refillable pump that is affixed to the wall and lasts for four years. It’s a disposable jar that uses almost as much energy to produce and lasts for one day.

The end result is hundreds of thousands or millions of these bottles, poisoning our world, simply because one designer asked the wrong questions.

This is the reason The Carbon Almanac needs to be part of the conversation at ordinary companies like Hilton, for typical employees like the hard-working person who is the customer of the hard-working person who designed the bottle in the first place. Because one person designed one item that ended up being reproduced a million times, frustrating hundreds of thousands of wet people in hundreds of thousands of showers and then producing countless pounds of toxic carbon released into the air.

Nobody wins when this happens. It wastes time and money and goodwill. All because the system isn’t clear about who it’s for and what it’s for.

Hi guys, i’am a small business owner and i’am looking for a software or an extension that helps me check or record the history of the calls/sms made by my agent, something like the message app by google without porting the phone number. submitted by /u/rzg_empire [link] [comments]

In today’s work climate, it’s becoming increasingly difficult for employers to retain team members. Contact centers are especially notorious for low retention rates, with agents often citing burnout and boredom as reasons for leaving.
According to Gallup’s findings, highly engaged employees bring 21% greater profitability; focusing on employee engagement reduces the risk of churn and improves business results.
One way to ensure high agent engagement is by setting professional development goals for call center agents.
How to Make a Call Center Agent Engagement Survey

Goal setting is one of the most important methods of employee engagement, as it gives agents purpose, motivation, and stimulation throughout their day. Setting and tracking goals with call center agents can be daunting, but we’ve boiled down everything you need to get started.
How Do I Set Goals with My Employees?
There is a method to the madness of goal setting, starting with the acronym SMART. The best goals are always specific, measurable, attainable, relevant, and time-bound.
Specific goals answer who, what, where, when, why, and how
Measurable goals allow for simple tracking
Attainable goals put little wins within reach and encourage employees to keep striving for more.
Relevant goals focus on what the company needs as a whole and pertain to the needs of each team member.
Time-bound goals motivate employees to make accomplishments in the here and now.
We’ve written a comprehensive guide on goal setting if you’d like to read more on how to help your agents get ahead.
Goal setting is one of the most important methods of employee engagement, as it gives agents purpose, motivation, and stimulation throughout their day. #cctr #agentengagementClick To Tweet
Professional Development Goals for Call Center Agents
It’s not always easy to develop new and innovative professional development goals for call canter agents. Though goals should always be tailored to the individual agent, there are seven basic goals we think fit the needs of most customer service team members:
 
Improve Customer Satisfaction (CSat)
A great indicator of overall performance is an agent’s CSat results. Tally together their scores as far back as a year or as far back as you have them on record, and find the average. Set a percentage increase goal in monthly increments to make the results measurable and time-bound.
Complete additional training
87% of millennials believe that learning and development in the workplace are important, and 59% claim that these training opportunities impact their decision to apply for a role.
How to Use Customer Profiles to Improve Call Center Training

Call center training is important, so a little extra motivation and incentive to complete courses is an excellent way to keep agents engaged. Monthly goals for training will encourage agents to keep learning and growing and result in improved agent retention for your contact center.
Increase First Contact Resolution (FCR)
Setting customer service goals is key to helping an agent improve their overall performance, and First Contact Resolution (FCR) numbers are an essential piece of the puzzle. FCR measures the number of customer contacts resolved within that single interaction.
If your contact center has a solid FCR rate, you’re more likely to see growth and get impressive CSat scores. If an agent has a notable FCR rate, they have a good handle on important aspects of the job, like product knowledge, customer service, and communication skills.
Decrease Average Speed of Answer (ASA)
Your contact center’s Average Speed of Answer (ASA) has a deep impact on your CSat scores.
ASA measures the average time your contact center takes to connect a customer call with an agent. This is a great goal to add to every agent’s professional development plan, as it encourages your team to work towards it together.

FACT:
Fonolo’s Voice Call-Backs save customers about 77 years of hold time annually.

Customers can opt to receive a call back once it’s their turn in the queue. Fonolo technology waits for them and gives them a ring once they reach the front of the queue.
The customer is connected with an agent who is ready to help. Voice Call-Backs keep ASA low and give agents some breathing room, especially on busy days.
Seek out leadership opportunities
You must help agents take baby steps towards their long-term goals. Often, a career goal for contact center agents is moving into a leadership or call center management position. Start nurturing this goal by encouraging them to seek leadership opportunities within their current work.
The Top 7 Call Center Management Books

These may take the form of new employee training, helping with hiring, or managing a social media account (there are plenty of options, though, so don’t limit yourself to these three examples). Performing leadership tasks will give them a taste of what it’s like to lead while also preparing them for their next career move.
Chat with team members
Communication is especially important for new hires in remote or hybrid call center environments. Goals to improve internal communication and fellowship will contribute to agent engagement and happiness levels, leading to better agent retention.
Remember that when an agent is happy, their mood will shine through in their customer interactions, positively impacting CSat scores, customer retention, and business growth.
Improve Average Handle Time (AHT)
Average Hangle Time (AHT) is an easy key performance indicator to track. It’s simply the sum of three numbers:

Talk time, or the time an agent spends talking to the customer
Hold time, aka the time a customer spends on hold before interacting with an agent— excluding time before the IVR answered the call.
Wrap-up time or the time an agent spends on post-work after the call with a customer has ended.

Generally, the lower the AHT, the more calls your agents can get through, and the higher productivity will be in the contact center. Keep in mind, though AHT can be helpful to track, it doesn’t account for the quality of the calls.
Sometimes, when AHT is too low, it means the agent isn’t being thorough enough or providing a quality experience for the customer. If this is the case, the CSat scores of the agent in question will normally be on the lower side.
The Most Important Part of Setting Professional Development Goals
Setting goals is a great strategy to keep agents engaged and performing at their best—but that’s just the beginning.
Keeping tabs on progress helps hold agents accountable and shows that management supports them through their journey with the company. So always remember to set goals, track progress, and celebrate successes as they happen.
 
 The post 7 Professional Development Goals for Call Center Agents first appeared on Fonolo.

View Poll submitted by /u/Interesting_Time8303 [link] [comments]

Millions of shoppers* could abandon their carts this Amazon Prime Day. 10% of UK consumers are set to desert purchases when offered an overwhelming level of choice. That’s according to a new study conducted by customer engagement platform, Emarsys. Overwhelming Prime Day statistics The research explores the impact of “analysis paralysis” on consumer decision making….
The post Amazon Prime Day: the issue of ‘Choice Overload’ appeared first on Customer Experience Magazine.

Someone is going to ask you. They probably already have.

A co-worker, a boss, a politician, a kid… they’ll ask you about sustainability, the climate, investments, choices to be made about the future.

This is the Cliff’s Notes and guidebook for that moment.

We make choices every day. Choices about what to buy, whether to recycle something, what to drive, who to vote for, how to produce and whether to go for more or for less. We make choices about the future, often with considerable consequences.

But we’re confused. Often deliberately, by forces that would rather we didn’t make up our own minds, who prefer that we don’t learn what need to learn. And sometimes we’re confused simply as a side effect of a complicated situation made even more complicated by a flurry of charts, graphs and opinions.

We need to make up our own minds.

Over the last 9 months, I’ve learned an enormous amount. Changed my mind about things I was sure were true. I’ve discovered thoughtful analysis and significant falsehoods. When I volunteered to help organize the Carbon Almanac, I didn’t know that thousands of people in more than 90 countries would volunteer to join the process, and I’m so glad they did.

And today’s the day the book arrives in the US and Canada, with worldwide editions coming soon. (I’d avoid the audio edition, as it’s really designed to be a browsable, shareable almanac.)

We have two slogans:

Don’t take our word for it and It’s not too late.

You’re already being asked to decide. Knowing what’s going on and being able to look up authoritative data gives you the chance to make up your own mind. There are more than 1,000 sources, all online, all organized in the Almanac. Isn’t it better to know?

And it isn’t too late to make an impact. But we need to begin. We need to see the systems and make a decision about whether they’re the systems we want to hand off to our kids.

I’m grateful to every person who contributed to this all-volunteer effort, and to you, for caring enough to learn about what’s happening. I hope you’ll get a few copies, share them and join with people around the world to learn what’s happening.

Thank you.

PS We’re doing a worldwide book signing on Saturday. I’ll post more details later in the week.