Paul AinsworthPaul AinsworthApril 24, 2019
rage-1015611_1280-1280x1280.jpg

2min1956

“Calm down” has been voted the worst thing to say to customers over the phone, according to a new poll of more than 100 call centre and customer service professionals.

In a survey carried out by enterprise communications company Fuze at the recent Call and Contact Centre Expo in London, 22 percent said “calm down” is the most frustrating response to give to customers, followed by “you’re wrong” (20 percent), and “let me put you on hold” (15 percent).

The full list of the top ten most frustrating responses of 2019 are:

  1. Calm down
  2. You’re wrong
  3. Let me put you on hold
  4. Let me speak
  5. That’s not my job/responsibility
  6. That’s against policy
  7. I don’t know
  8. There’s nothing I can do
  9. It’s no big deal
  10. I’m new here

Bradlee Allen, Product Evangelist at Fuze, said: “Call centres are key points of interaction between a brand and its customers, but the experience can be frustrating for both parties. Appeasing the customer is a priority, but responses like ‘calm down’ and ‘let me put you on hold’ only add to frustration and usually mean resolution takes longer to achieve.

“The key is making it easy for customers to connect with a brand and choosing the right communication technology to create a seamless, simple experience that delivers fast resolution and optimum customer satisfaction.”


Brendan DykesBrendan DykesApril 24, 2019
antique-black-communication-821754-1280x960.jpg

7min1354

Everyone is someone’s customer, and every single one of us knows how we want to be treated.

Yet we’ve all had experiences that have influenced our opinion of a brand, but actually little or nothing to do with the product or service itself. It is why the quality of service and experience provided by contact centres is critical to the well-being of any organisation that prides itself on the quality of its CX.

As the late Maya Angelou said: “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Intensifying competition and the growing power of consumers have together made customer experience the only means by which you can achieve truly durable competitive advantage in retail today. 

It is not possible, however, to provide a joined-up customer journey if the tools you have to manage it are incomplete. Simply throwing cash at CX technology will not lead to success. Here then is a seven-step plan to guide your contact centre transformation.   

1. You must acknowledge the need for change.

The first step towards the recovery of your CX is admitting you have a problem and having a genuine and consistent commitment to solving it. Don’t focus your energies entirely on customer complaints as a guide to your transformation. These are negative emotions. Look at positive feedback as well, to identify what your organisation is getting right so you can start replicating it. 

2. Be clear about the Customer Experience you are trying to deliver

Unfortunately, many organisations still have an incomplete definition of CX. Either that or their division into functional silos means that CX has become the proverbial elephant being examined by three blind men. In other words, everyone comes up with their own idea based purely on knowledge of their own silo, mistaking or misconceiving the true nature of CX and what it should deliver for the organisation.

3. Ensure you have executive buy-in

It is vital your CEO or CFO is on board to sponsor any contact centre transformation initiative and lead from the top down. But also consider whether you need a dedicated position such as a Chief Customer Officer. Whoever fulfils this role owns the Customer Experience and has the authority to ensure the requisite focus.

4. Work hard to ensure your organisation is fully on-board and aligned

Remember that people are capable of being very parochial, which is often caused by anxiety  about what change will mean to their own work and targets. To counter that, consider establishing a ‘CX Council’ to bring together all departments that have any role in the Customer Experience and empower them to work as a team with a unified vision of putting the customer first, no matter what.   

5. Get on your benchmarks

After mapping the customer journey, your next step should be to assess the current state of your strategy, people, processes, and tech. Come to a decision about how you are going to measure the delta of change in terms of positive customer emotion, not just reduced holding times or other operational metrics.

6. Collaborate to differentiate

This is an important one, because by working with a true solution partner, rather than simply a software vendor, you can set yourself on the right path to true omnichannel engagement and avoid the all-too-common operational pitfalls. Use the expertise of your partner to identify opportunities for business alignment along with ways of applying technology to speed up your transformation journey.

7. Build your business case

Providing good Customer Experience will have a positive impact on your organisation’s bottom line, which is certainly a legitimate justification for any CX initiative, but you still need a solid business case based on logic and metrics rather than intuition. If you have the right partner, they should be able to direct and inform this process.

These are seven great steps to set any organisation on the path towards recovering its CX and providing great customer service again. We cannot pretend it is always easy. Such a journey does inevitably involve a substantial measure of cultural upheaval. Customer experience needs to become a collective obsession within the enterprise.

CX culture and practices have to evolve every day and encompass what is always a changing technology landscape. But once this mindset is firmly embedded right across the organisation and all those internal barriers and silos are banished, at least as far as CX is concerned, the tangible bottom line benefits will flow in. You will also have a much happier and more fulfilled workforce.


Cassie WalkerCassie WalkerApril 23, 2019
call-center-2006866_1280-1280x911.png

6min1709

In order to run a successful contact centre, operational efficiency needs to be continuously upheld.

There are different components to contact centre efficiency, including how your staff interact with customers; how streamlined procedures are; and whether operations are running in a cost-effective manner that does not impact the Customer Experience.

Despite the varying definitions of efficiency, it all boils down to two things: supporting customers and improving performance. It’s important to keep these two goals in mind and implement basic practices to drive efficiency.

Optimise team efficiency through training

Making use of team productivity is important to ensuring efficiency. A study by Aberdeen Group found that contact centre agents spend around 25 percent of their paid time idly and not communicating with customers. Therefore, it is vital that this time is dedicated to developing your agents’ skills and knowledge surrounding best practice and customer service.

This is achievable through continuous, digital training. Agents are consistently sat at their desks with a computer. Therefore, during their idle time, it would be a great opportunity for them to complete quick online learning on their computer, or even mobile. This is why digital learning is an extremely beneficial method of training for contact centres, as a learning can take a few minutes a day, which is equal to 0.7 percent of a 35-hour week.

Investment in training means companies will see significant drops in average handling time (AHT), as the consistent level of training creates more competent employees who can apply their knowledge in real life call situations. This increases first-call resolution (FCR), which then reduces AHT. A lower AHT drives efficiency, as customers are dealt with in a quick, coherent manner.

Leverage experienced agents

Another basic to maintaining contact centre efficiency is having a system in place that helps new staff get up-to-speed as soon as possible. Contact centres face a very high employee turnover rate: they have a 26 percent employee turnover annually, whereas the average rate for the UK is 15 percent. Therefore, effective onboarding is vital. This can be done by utilising more experienced agents and drawing on their knowledge to help new staff adjust to the business’s processes.

As part of the onboarding process, experienced agents can help to coach and monitor live calls. Monitoring calls and having a support system of more existing agents will give new staff more confidence in their job and ease the onboarding process. A high level of employee confidence is key to increasing efficiency.

Measure performance and set targets for achievement

It is important to measure performance within any organisation. Having a clear set of data can help not only evaluate, but also benchmark individual and team performances. Analytical dashboards help identify knowledge gaps and the areas that need improvement, meaning contact centres can administer valuable, cost-effective training that will improve performance.

Focusing on targets can also enhance performance, as employees are aware of what is important to achieve within the centre. Aligning metrics with goals and making them clear to employees gives a purpose to their work and encourages collaboration.

Boosting efficiency in a contact centre isn’t done overnight; it requires measurement and consistent tracking of what is affecting performance. However, being able to identify areas for improvement is the first step, as these can then be resolved. Implementing these basic procedures, like using idle time for productive and effective onboarding, will have a significant impact on each agent’s performance and confidence. Competent and knowledgeable agents will then increase customer satisfaction and overall efficiency within the contact centre.


Daniel OrdDaniel OrdMarch 22, 2019
board-2953853_1280-1280x801.jpg

9min1278

Daniel Ord is the Founder of OmniTouch International, and one of the global Contact Centre industry’s most influential figures. 

With over 30 years of experience under his belt, Daniel is bringing his expertise to a wider audience with a new Masterclass on High Performance Management for Inbound Contact Centres. The two-day Masterclass will take place in Manchester in July, and in London in October. 

 

Have you attended any conferences lately?

After the speeches are done and the workshops concluded, you have the chance to cluster around a table in a coffeeshop or bar and get to know other people who attended the event.

This is when one of my favourite questions comes up: “So how did you get into the Contact Centre industry?”

If you’re an introvert and get goosebumps around networking, then I guarantee you that this question works as a great ice-breaker. 

A happy accident?

Whether it’s Customer Service, Customer Experience, or the Contact Centre, I’ve rarely met anyone who doesn’t have an interesting story about how they accidentally ‘fell’ into the industry.

Some folks come up from being an Agent. That’s cool, because we all know you’ll never forget what it was like to talk to customers. Learning how to persuade, calm, and influence is one of the biggest gifts you get from doing this work.

Others – like myself – fell into the job through management level transfer or acquisition. 

I’m lucky enough to have transferred over from Finance to Operations, and I’ve always been grateful to have that background in numbers of logic to call on when running large centres.

The higher up the management ladder you go, the more you need to work ‘up and out’ in your organisation

When I first got into the industry, I faced the common challenge I think many of you have – most of my seniors thought my job was easy. I mean after all, on paper you just put a bunch of ‘operators’ in place and answer calls or emails or chats… where’s the complexity there?

As time and market forces increasingly put the customer in the centre of the organisational universe, things got a little better. However, I found that at least half my time as a VP Operations was spent talking to senior folks across the organisation – time well spent.

Teaching them about the industry, about customers and about our value proposition. Helping them ‘get it’.

Today, in all my management level Contact Centre courses, I advise folks to make a real organisational impact by getting up and away from your desk and office….and not just walking around your centre, though of course that has value!

I’m talking about booking time with the heads of other functions and getting yourself invited to senior level meetings. You’ve got to make yourself visible and talked about. You’ve got to help people in other job roles solve problems or create opportunities, because if you don’t, your centre – and everyone who works there – will suffer benign neglect.

It’s not an easy industry

I always say that in the Contact Centre industry we have to be masters of many domains. That includes:

  • Operations – after all everything starts here
  • People management & organisational design
  • Leadership & financial management
  • Customer Service & Experience
  • The role of technology in the lives of our customers & people

I can’t think of another industry that places this many demands on its leadership.

And a word of caution…

If you’ve worked a long time for one or two centres, you begin to think that the way ‘you’ work here is the way the ‘industry’ works. Nobel-Winner Daniel Kahneman talks about the danger of ‘WYSIATI’: What you see is all there is.

He teaches that we humans tend to make decisions on incomplete information, thinking that what we see or know now is all there is. Do your best to push back against WYSIATI – I think the best Contact Centre leadership does. 

But no matter how you got there…it’s what you do when you’re there

So you’re there. That’s so cool.

You’re the Contact Centre Manager or Director, and they’re counting on you to be efficient and effective.

When asked what I think is the most important thing to learn first about Contact Centres, I always give the same answer:

Operations!

I can hear some people say “no, it must be customers!”,  or “no way, it’s people!”

But Centres are unique and complex ecosystems. You’ll make better decisions about both your people and your Customers when you’ve mastered Operations. 




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME


UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Editor
Paul Ainsworth
paul@cxm.co.uk

For general inquiries, advertising and partnership information:
aleksandar@awardsinternational.com
Tel: 0207 1932 428

For Masterclass enquiries:
vuk@awardsinternational.com
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN

JOBS IN CUSTOMER SUPPORT

Find a job in customer support with Jobsora


Newsletter


male enhancement: swimming treadmill how to use viagra for first time i want my sex back testosterone smoothie sex drive foods for male extreme cock pump how to make my sex life better viagra warnings trazodone sexual side effects extenze pills review estratest dosage penis pump gains levitra and alcohol genostim reviews levitra 10mg scaly skin on penis generic version of viagra using viagra sildenafil pricing erection creme viagra replacement over the counter a girls sex how to make your penis longer naturally amazon dr martens big cock getting hard increased libido causes how to make your cock big sizegenix reviews how to accurately measure your penis how to grow pennis naturally the best penis pumps how to cure impotence when does penis growth stop tiny black booty best enlargement pills for male pandora redeem code mambo 36 side effects does testosterone boosters really work male enhancement girth penis care who sells viagra over the counter best testosterone booster vitamins to restart puberty natural remedies erectile dysfunction thats how mafia works how to treat low testosterone naturally uk online pharmacy what causes an erection in the morning bio tech pro average male penis girth

vape: best vape pod system smoktech usa vape batteries 18650 craziest vape mods vape juice cbd is 24 mg of nicotine a lot can you overcharge a vape pen drip brand vape pen stok vape dual smok weed vape smell low wattage uwell crown coils west coast vape co cartridges vape pen health facts american made electronic cigarette long vapes 420 vape juice mr fog vape grab bag vape cbd vape juice review budget vapors coupon code cost of vaping vs smoking vapor humidifier smok tc coils gulf of mexico water vapor loop uwell crown 2 getting coil off vapor brothers whip vape shop signs blow n out vapor uwell crown coils compatible with the uwell crown 2 limbdriver pro v ecig ego w ecig stores in vandalia il vape cheap deals vg and pg vape juice twisp e cigarette south africa e cig vape juice how long have people been vaping one up sour belts vape juice best menthol ejuice e cigarette use in adolescents smok prince tank replacement is vaping nicotine harmful smok tfv8 baby glass v8 e cig best vape tank on amazon the mesh rda phix nicotine cant get tank off uwell crown 4 sub ohm tanks 2018

weight loss: healthy weight loss per week dr oz weight loss shakes bristol palin weight loss advocare weight loss results skinny honey boo boo weight loss how much green tea for weight loss cell salts for weight loss extreme weight loss pills women belsomra weight loss weight loss pills cheap effective are pears good for weight loss butter diet weight loss how does ketosis work for weight loss pilates diet weight loss kristin emery weight loss new weight loss prescription weight loss newsletters in shape weight loss clinic weight loss program for child raisins weight loss 3 days diet plan for weight loss estrogen for weight loss dherbs weight loss cleanse weight loss week by week what to do when weight loss stalls beta fuel diet pills weight loss pills for athletes melania trump weight loss free trial on weight loss pills weight loss center austin weight loss pills tv fast weight loss pills for women weight loss pills and colon cleanse words of encouragement for weight loss redotex diet pills weight loss ecard good diet pills at gnc weight loss shows farenhiet diet pills 10 day juice cleanse weight loss do fish oil pills help lose weight strongest diet pills on the market quick 1 week weight loss weight loss aid pickle diet weight loss oats benefits weight loss low fat diet and weight loss antipsychotics that cause weight loss amazon keto diet pills cholestyramine weight loss

cbd oil: cbd cream for sale is cbd oil legal in louisiana 2017 cbd science vape pen side effects american shaman cbd dose anxiety hempworx cbd oil side effects company rules autism cbd oil blue emu with cbd oil medical cbd oil for sale adelaide cbd to airport dab cbd isolate cbd oil for osteoporosis treatment best and cheapest cbd oil cbd oil lose weight buy cbd indianapolis hoover max extract 60 define cbd in one word hempworks cbd irie cbd calm cbd daily products will cbd oil show up on a urine test cbd oil ear drops holiday homes auckland cbd cigarette tube reviews find updates does hemp oil contain cbd rheumatoid arthritis medical definition cjb and cbd oil marijuana translation is cbd oil edible enforcement traduccion medications that interact with cbd oil 21 naturals massage cbd oil fad cbd oil for child anxiety vaping cbd oil for anxiety cbd oil regulated does a cannabis sell cbd e cigarette oil where can i buy cbd oil for pain where to find cbd oil in pensacola cjb and cbd oil pga store irvine study done on full spectrum cbd oil cbd oil 4000mg cbd oil comonay in china definition of cleared cbd oil supplement benefits marijuana urban dictionary