Category: Customer Experience

If you work with your hands and your back, avoiding a heavy lift is totally understandable.

For many of us, though, we work with time or with trust.

If someone asks you to endorse their new project, “it’ll only take a minute,” they’re offering to save you time, but at the risk of the trust you’ve built. That’s not a light lift, it’s a huge risk.

If someone says, “please forward this to everyone in your address book, here’s a simple script to do it automatically,” that is indeed a heavy lift.

Just because it’s fast doesn’t mean it’s worth doing.

submitted by /u/mihircontra20 [link] [comments]

This first episode of our CX Lore interview session features a conversation with the fantastic Madeline di Nonno. Madeline is the CEO of the Geena Davis Institute on Gender in Media, a non-profit advocating for equal representation for women in media. In 2021, the Institute released the report ‘Ready for Girls’ conducted with the LEGO…
The post The research behind LEGO’s genderless building blocks: insights from Madeline Di Nonno appeared first on Customer Experience Magazine.

For many ailments, physical therapy shows some of the best results. We can learn a lot from this for our own projects, organizations and narratives. Physical therapy often works better than pills or surgery. Here’s why:

–it’s self-produced. Even though we work with a professional, it’s done BY us, not TO us.

–it’s gradual. No one gets better after one session.

–it puts our own resources to work to create the change we seek.

–it’s simple. There’s no magic involved, just directed, persistent effort based on science and testing.

–it takes effort. If you want something easy, you’re in the wrong place.

Thanks to Ricardo.

Kundenakquise stellt Unternehmen vor grosse Herausforderungen. Neben den Kompetenzen der einzelnen Verkaufenden, spielt die Systematik eine immer grössere Rolle. In unserer Masterclass Lead Generation zeigen wir auf, wie neue Kunden möglichst effizient und effektiv gewonnen werden können. Dabei setzen wir auf vier Themengebiete…Weiterlesen submitted by /u/CustomersX [link] [comments]

A new study by experience design consultancy, cxpartners, in partnership with Google, focusing on customer-centricity came across CXM’s desk.   The research report surveyed 110 businesses in Europe and found that customer-centric organizations grow nine times faster and are four times more likely to have highly satisfied employees. They have the ability to change in months that…
The post What do cxpartners and Google say about the state of customer-centric organisations in 2022? appeared first on Customer Experience Magazine.

What would a focus group have said about the title of Harper Lee’s To Kill a Mockingbird? Is it easy to understand, did you know what it’s about before you pick up the book?

What about the consumer testing on a name like Nike or Starbucks?

Some objective measures of new names and concepts are worth knowing about before you launch. Seeing what search results look like, understanding the trademark register, having insight about pronunciation and language issues.

But general “how does this make you feel” feedback on a new concept is almost certain to give you exactly the wrong feedback.

That’s because the idea isn’t going to work because it’s objectively, obviously and completely better. It’s going to work because the network effects and cultural dynamics behind it push it forward.

A research report by Webex entitled “It’s time to solve the customer experience trilemma” speaks about what is needed to increase customer loyalty so that the bottom line can follow. Immobile, which is part of Webex, took the time to speak to 2,000+ consumers and concluded that in order for businesses to improve customer loyalty,…
The post Webex’s report details how to solve the CX trilemma  appeared first on Customer Experience Magazine.

What does efficiency mean to call center leaders? Perhaps it’s reducing the volume of customer escalations, or improving certain performance metrics like Average Handle Time or First Call Resolution.
There’s a lot that goes into running an efficient call center. Employee training, consistent management, the right call center software – the list goes on, but one thing stands apart from the rest: call center workforce management.
How to Foster Agent Engagement in a Hybrid Contact Center
Why workforce management? Because your call center agents are among your biggest assets, and proper management results in better operational efficiency. From Voice-Call Backs to secure and multilingual Visual IVR, there’s a ton of contact center tech out there that can boost customer service standards and heighten productivity.
In this article, we’ll explore the importance of workforce management, and discuss three actionable best practices you can use to elevate your customer experience!
Understanding Workforce Management in the Call Center
To a rookie call center manager, workforce management might mean the regular scheduling practice of agents. But effective workforce management goes far beyond this basic definition.
Workforce management tools use forecasting, scheduling, and intraday management features to predict required staffing levels, and ensure the agents scheduled have the right balance of training and seniority to meet customer demands in a given workday.
Why is Call Center Workforce Management Important?
What’s your top goal as a call center manager or leader? We know you have tons of KPIs to hit, but most will agree that profits and success are rooted in consistent customer satisfaction.
The Contact Center Playbook for Improving Customer Satisfaction
Call center workforce management provides the foundation for your agents to achieve this with your customers. Why? Because you can achieve all the ingredients necessary for happy customers with WFM and WFM software. Here are three of the main benefits:
Consistent service quality.
Customers have high expectations every time they connect with your business. Unfortunately, one poor experience isn’t set aside because of a previous, excellent experience. That’s right – over 56% of customers have ceased their relationship with companies after just one poor experience.
Workforce management helps managers ensure there are always agents with the right training, skill-sets, and knowledge to support any and all queries that come through the queue. This helps create consistent support experiences, which will pay off in customer loyalty down the road.

FACT:
Over 56% of customers will stop buying your products after just one poor customer experience?

Agent engagement.
Workforce management is also great for improving agent satisfaction. After all, a call center agent who is satisfied in their work life is more likely to share their positive energy with customers, resulting in a more pleasant experience.
But what if your call center is always short-staffed, and that same agent is required to take on a higher volume of customers? That puts a lot of pressure on employees, increasing opportunities for burnout, and in more severe cases, agent attrition. When used correctly, workforce management software can make agent engagement and satisfaction easier to achieve.
Cost-savings.
Sound workforce management means knowing exactly how many agents you need at every moment. Without that knowledge, you may be inclined to overstaff your team to lower the risk of call volume overwhelm. However, this can result in increased agent idle time and unnecessary spend in agent wages.
On the flipside, understaffing also puts you at risk of long-term profit loss. This practice will not only sacrifice the quality of your customer experience with longer hold times, it will also increase agent turnover and poor customer satisfaction.
The right workforce management software can also help you find savings by identifying:

Wage miscalculations
Unplanned overtime
Labor law violations
Administrative errors
3 Best Practices for Call Center Workforce Management

We know that workforce management is easier discussed than implemented. Try out these best practices to keep your contact center operations running smoothly.
Invest in workforce management software.
Spreadsheets and paper-posted agent schedules are no longer enough to manage a modern call center. And with many brands shifting to a remote/hybrid workforce, it’s important to have a sophisticated tool to support your WFM efforts.
A WFM solution will help you:

Minimize discrepancies
Inform strategy and scheduling for fluctuating call volume
Manage a remote workforce
Track metrics and attendance

Review historical data and real-time insights.
Every performance manager needs access to analytics and data. After all, you can’t improve what you can’t measure. That’s why you need to inform your workforce management strategy with tangible data and results.
Keep track of historical high call volume times and prepare for staffing issues by recording peak times of employee absenteeism, for example. Historical data will also help you identify trends to inform forecasting and scheduling.
Include your agents in the process.
Your agents aren’t just numbers. They might want a say in their schedule and the flexibility to choose when they get vacation time. While the data and business strategy might encourage you to schedule the same, most experienced agents during every peak call volume, you risk burning them out.
Improve agent engagement by including them in your workforce management process. Let them tell you when they need time off so you can consider their needs during scheduling.
Creating a Customer Service Strategy That Drives Business GrowthThe post 3 Workforce Management Practices to Implement in Your Call Center first appeared on Fonolo.

What’s the variance in customer service at your organization?

Even if there’s just one employee, the question is: If an issue is handled by a committed employee having a good attitude, vs a cranky one who is a bit off–can the customer tell?

One philosophy is to make this gap as small as possible. Create systems that ensure that the experience remains the same, always pretty good. Make sure your scripts and your policies and your phone tree and your management oversight is such that there isn’t much of a gap.

The other philosophy is to hire great people and give them room to shine. With all the variability that entails.

It’s almost impossible to have both.

If you want to create remarkable service, you’re simply going to have to trust your people and yourself.

Heroes use systems, they aren’t held back by them.