Category: Customer Experience

It is found or it arrives.

It is hosted many places or it has a single home.

It earns and delivers on permission, or it’s spam.

It changes over time or it’s static.

It’s the work of an individual or the production of a community.

It’s valuable because of network effects, or in spite of them.

It produces energy and momentum, or it absorbs it.

It’s scarce or it’s widely available.

It thrives on the long tail or only works if it’s a hit.

It dances with the early adopters or soothes the feelings of the late majority.

It’s truly live, or it benefits from time shifting.

It launches itself or it waits to be pressed.

It enhances productivity, or it reduces it.

It is a catalyst for cultural change, or it feeds on cultural change.

It energizes and inspires, or it trolls with snark and irony.

People share it because it benefits them, or someone has to hustle to make it spread.

It goes stale very quickly, or it becomes more relevant over time.

It’s worth talking about, or it’s not.

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An agent’s resignation is one of the most common challenges call center leaders face – but that doesn’t make the situation any easier.
Attrition rates for the call center industry are some of the highest in the market, and as we continue to feel the effects of The Great Resignation, employee turnover is a huge problem businesses cannot ignore.
The best time to address turnover is before it happens. Be sure to pay attention to the warning signs — if you act quickly, you may be able to save your department a lot of costly hiring and training down the road.
How to Foster Agent Engagement in a Hybrid Contact Center
Why Agent Attrition is a Major Problem
The current labor shortage means your call center can’t afford to lose the agents you have. Businesses across all industries are struggling to fill their open roles.
Even if you find the right talent quickly, new hires aren’t enough to mitigate the cost of call center attrition. Talent sourcing, recruitment, onboarding, and training quickly add up. Also, consider the value of experience – your new hire likely won’t be as productive as a veteran for at least a few years.
Attrition is also a slippery slope for your remaining agents. They’ll have to pick up the slack, facing peak call volumes with less support. With longer wait times, customers are more likely to be frustrated when they connect with the agents, resulting in more negative interactions. All this leads to low employee satisfaction, burnout, and higher turnover.
Call Center Attrition Warning Signs
Agent attrition isn’t always easily detected. If you’re looking for signs to burnout, you’re likely intervening too late. Instead, looks for these warning signs:
Rising attrition forecast.
How often does your call center review its attrition rates? Including this metric in regular reports is a strong start – this way, you’ll be able to track historical trends and address early signs of agent dissatisfaction. This tactic isn’t strong enough to prevent attrition on its own, but it can inform future agent engagement processes to prevent turnover in future.
Calculate Your Call Center’s Attrition Rate in 3 Easy Steps
Negative employee feedback.
One way to spot agent attrition is to talk to your agents. Establish channels and opportunities for them to voice their feedback and concerns. An NPS survey can help score general employee satisfaction, and allows you to quantify your agents’ feedback on a numerical scale. Plus, you can collect qualitative feedback and comments anonymously to gain insights into their satisfaction levels.
During one-on-one and team meetings, initiate opportunities for agents to provide candid feedback about their work. Look for trends in their answers – if you are seeing commonalities in their responses, you should address the issue before it begins to contribute to attrition.
Scheduling issues.
How often is your team short-staffed? Maybe you have a regular schedule, but scramble every month during peak call volumes. Scheduling issues are often a red flag signaling agent attrition.
Why? Scheduling errors have a direct impact on your employee’s lives, and constant disruptions will inevitably lead to unrest. Understaffing will result in added burden during high call volumes, which impacts the quality of your customer experience.
Do any of the above warning signs sound familiar? If so, you’ll want to follow these tips to reduce attrition:
3 Ways to Reduce Call Center Attrition
1. Invest in automation.
Call center technology has reached new heights, helping managers and supervisors offload repetitive tasks to free up valuable time for agents to be more productive. For instance, Voice Call-Backs and Visual IVR pair together to allow your digital users to schedule a call-back from an agent during their preferred date and time window. Tools like these simplify monotonous tasks, allowing them to focus on the customer interactions instead.
2. Focus on employee retention.
Hiring, onboarding, and training are essential parts of your operation, but what good are they if you’re not retaining the employees you’re investing in?
To retain your valued agents, find out what motivates them and find ways to make their daily work more fulfilling while making it easier for them to balance their home life as well. Consider offering flexible work arrangements, adopting contact center technology to make their work easier, or regular career planning sessions to support advancement within your business.
https://think.fonolo.com/contact-center-guide-to-agent-engagement
3. Set goals for attrition rate.
Tracking call center attrition rate regularly is a valuable practice – but the real value comes from analyzing that data. Research average call center attrition rates in your industry and establish benchmarks accordingly. Use those benchmarks and your historical attrition rate to set attainable goals. This practice will reduce your chances of an attrition spike!The post The Warning Signs of Agent Attrition in the Call Center first appeared on Fonolo.

We’ve been naming generations for a long time. Demographers use it to begin a conversation about the changes around us. While a birth range doesn’t guarantee an outlook, the demographics and cultural shifts that a group shares tell us a lot about how they might see the world. And the name is a shortcut to remind us that not everyone sees the world the way we do.

Baby boomersGen XGen YGen ZMillenials

The last four are pretty unimaginative if you ask me, but I also know that a baby boomer is probably thinking of the world differently than a millennial is right now. These are inexact labels, but helpful nonetheless.

So what to call the next generation?

My co-authors Bruce Clark and Paige NeJame have coined the term “Generation C.” It’s so well-suited, I believe it’s going to stick.

C is for Covid, C is for Carbon, C is for Climate.

The combination of years of school spent at home, in a mask, combined with the significant revolution (economic, political and social) that our industrialism has led us to means that this generation will be different than the ones before. Every decision and investment and interaction is going to be filtered through the lens of carbon and remediation and resilience.

And yet, if we combine this with the c of connection, of a cohort of people who are finding solace and possibility in community, there’s a chance for all of us. Generation C didn’t ask for any of this, but I’m hopeful that they’re up for leading the change.

CXM, media partner of Wisdom, is happy to report that Wisdom announced the Saudi Arabia edition of its much-applauded Digital Customer Experience Series which will focus on evolving market dynamics in the Middle Eastern region.  The Digital Customer Experience Series – Saudi Arabia edition, to be held virtually on 30 and 31 May 2022. The…
The post Wisdom’s digital customer experience series – Saudi Arabia edition coming in May appeared first on Customer Experience Magazine.

Our latest State of UX survey asked 100 UX, design and product development professionals working in the software industry to share their approaches and attitudes to the user experience. The results confirmed what we suspected; while most executives and leadership teams across an organization recognize the value of UX (81%), too few can effectively measure…
The post Empowering the business with UX metrics starts with good habits appeared first on Customer Experience Magazine.

Some folks build their work on the frontier of impossible. Breakthrough coding, an astonishing new magic trick, a concerto that takes your breath away.

It’s so remarkable that we’re tempted to believe that this is our job as well. Not every once in a while, but daily. To do what has never been done before, creating emotions that are scarce indeed.

But the scarcity of this sort of work might be the proof we need to realize that it’s not for us to create, at least not today.

Today, we get the chance to lead, to connect and to do work we’re proud of. Work we can describe before we begin, and work we’re confident is worth doing.

That might be enough.

In August Forrester did a survey among 691 UK online consumers and discovered that only 17% would like to spend some more time exploring the metaverse. However, 33% do not understand it, and 36% believe they do not have a need for it.   Arguable, 64% of the people surveyed would see a need for it….
The post Some people might love metaverse, but will the environment appeared first on Customer Experience Magazine.

The worst golfer in town came in last in the club tournament.

Actually, that’s not true. The worst golfer didn’t even enter.

Well, that’s not true either. The worst golfer doesn’t even play.

The last fifty years have seen a worldwide effort to maximize one and eliminate the other.

Marketers and technologists work overtime to create convenience. We’ve gone from hunting and growing our food to pressing three buttons on a phone to get it…

And the cost of that convenience is high. We give up privacy, control and satisfaction to get it, in every corner of our lives.

At the same time, the market has figured out that we simply don’t like to be bored. And so there’s more stimulation, more options and more noise than ever before.

The problem is that boredom is a partner with satisfaction and joy. It’s hard to overstimulate ourselves into those feelings.