3 Tips for Creating a Captivating Employee Culture

Employee culture has an enormous impact on the success of your company. When you’re able to create a stellar employee culture, your agents aren’t the only ones who will notice ­– your customers will love what they see, too, which will drive sales and business success.

Startups have it a bit easier because they can create their employee culture from the very beginning. If you have an established brand, it may be trickier to shake things up. It is possible, though. Here’s how:

Create a culture that reflects you.

You are your brand, and your brand is you. The elements that drove you to create your company are the same ones you should mark as most important for your company culture. Are you incredibly creative and innovative? Do you appreciate people who work hard and then play hard? Do you think that a relaxed workspace, where people are calm and centered, is the best way to accomplish tasks? Do you believe that collaboration is the best way to advance your company? Think about those questions when you’re hiring employees.

Take the lessons from the past and apply them now.

No matter where you are in your corporate journey ­– a first-time founder of a brand new startup or a seasoned entrepreneur in the middle of her tenth venture ­– you’ve learned something in the past that you can apply here. If you’ve only ever been an employee, think about what did and did not work for you at your previous jobs. If you’ve managed others in the past, think about the reactions you got when you launched new programs or instated certain rules.

Get everyone on board.

In order for an employee culture to truly permeate the entire company, everyone needs to be on board. Take a tip from JetBlue for getting everyone off on the right foot. When they hire new team members, they’re invited, along with their spouses, to orientation. Yes, they watch brand videos during orientation, but they also get to fly simulators and indulge in delicious meals. JetBlue introduces everyone to a specific, brand-centric culture, which sets the tone for their entire work experience.

Employee culture is the base for how everything functions in your company, from interactions between employees to customer service. No matter how long you’ve been in business, you can create and evolve your company culture starting now.

How Inconsistent IVR Personas Damage Your Brand

Imagine coming across an Instagram post for a brand you’ve taken notice of a few times before. You love their aesthetic and they have a product you’ve always wanted to buy. You decide that it’s time to make a purchase. First, though, you have a couple of questions.

You call the company, expecting an exchange that’s reflective of the warm, kind, youthful energy they exude on Instagram. What you get, though, is a cold, to-the-point response, making you stop to wonder if you dialed the wrong number.

Interactive Voice Response (IVR) systems may technically be robotic, but they can also be personalized to your brand. Your IVR needs to give your customers the same impression that your website, live agents and marketing campaigns do. If your IVR doesn’t sound on par with your brand, it could easily turn off customers.

Stay True to Your Brand Voice

Your brand’s voice includes specific words, overall language and the general attitude that your IVR persona should convey. You’ll want to record your IVR prompts using a brand-appropriate persona. Refer to the style guide for this – the brush-up won’t just help your IVR, but your entire team of agents, too.

Avoid Common IVR Persona Mistakes

Regardless of the brand voice, there are a few things that no customer wants to experience when they call your support line, no matter what you’re selling. Avoid IVRs that sound too mechanical. Don’t use strange or unnatural language. Limit the different voices customers hear, and use only trained voice actors for prompts. Make sure the IVR is actually helpful ­– the last thing a caller wants to do is use a different avenue of communication to get the help they need.

Instill Trust in Your Customers

Having a consistent brand voice does more than just make your company seem unified. Behaving consistently also instills trust in your customers, which can improve loyalty. Plus, your customers are more likely to recommend your brand to others, come back as repeat customers, and even stick with you should your prices increase.

One Last Thing

Want to know if your IVR persona is truly hitting the mark? Put yourself in the customer’s shoes and call the IVR yourself. Pay close attention to how it speaks to you. If you find the persona jarring, chances are your customers are going to be even more affected by it.

 

6 Contact Center Technologies to Delight the Customer

Sometimes you have to rethink how you service clients in order to continue improving the customer experience. These six contact center technologies are sure to enhance each customer’s journey, which helps retain them, improves word-of-mouth marketing and elevates your reputation.

  1. Call-Back

If a caller wants to speak with a live agent even though there’s a long wait time, let them opt to get a call back when an agent is available. Allowing the customer to continue with whatever they were doing, instead of having to hang on the phone for several minutes, will keep them happy and let both the customer and the agent deal with the issue efficiently.

  1. Contact Routing Software

Contact routing software passes customers along to the right agent quickly. This technology encompasses all communication routes, including chat, email and voice. Instead of speaking with an agent and then being put on hold to be transferred, the software gets the customer to the correct agent the first time

  1. Interactive Video

When customers call to speak with a live agent via their mobile device, interactive videos play ads, entertainment or promotions during hold time. Not only does this keep the customer’s attention, but it may answer one of their questions or tell them about a product or service they might want.

  1. Two-Way Social Media Conversations

Brands have known for a while that they need a presence on social media, but now customers want a two-way conversation. It’s no longer acceptable to give customers a place to go just so they can provide feedback or learn more about you. Your agents have to actually respond now, quickly and in a personalized way.

  1. Unified Communications

“Omnichannel” has been a buzzword for a long time, but not enough companies are truly embracing it yet. The best customer experience is when the agent can be reached on any device and access up-to-date purchase, service and communication history. Going into a conversation and already having context is imperative.

  1. Voice Response Software

The days of having to listen to lengthy menus and submenus, trying to remember the different numbers to punch in your phone, are gone. With integrated voice response software, the customer can access the right self-service selection by speaking in a natural way.

Contact centers that want to compete need to embrace digital transformation and modern technology.

Is Gamification Right for Your Contact Center?

Gamification might be a contact center buzzword right now, but the fact that it’s trendy doesn’t make it right for your agents. In order for gamification to be successful, you have to have analytics, agents and management all on the same page, and your team members’ personalities have to be more cohesive than contrasting. Here are five factors to determine whether or not gamification is a good choice for you.

First Things First: What is Gamification?

Gamification refers to game mechanics in the contact center that are used to motivate employees. Agents compete to finish objectives before others. Competition can be based on practically anything, but should focus on the areas that need the most improvement. These could include hours worked, average speed to answer, first call resolution, total talk time, after-call work time, or percentage of calls segmented by type. Rewards are doled out, ranging from leaderboard ranking to badges, trophies and other physical prizes.

5 Gamification Considerations

  1. Everyone will have to see each other’s scores in order to benchmark their own score and spur on the competition. Agents will then know that the winner was fairly chosen, which instills confidence and trust in management. To do this, though, you’ll need a robust, reliable reporting system that includes the metrics you want to track.
  2. Several agents must participate, not just a select few, and they have to be agents who are able to engage in healthy rivalry. You may want to create a team building program before deciding if gamification is right for your contact center.
  3. You’ll need a system setup to detect and report cheating. Some agents may try to make it look like they’re doing more just for the sake of winning.
  4. New hires do well with gamification because it can help them learn faster and retain information better. However, they might be at the bottom of the scoreboard when learning because they’re competing against seasoned agents, and that could inhibit their confidence. Carefully choose the competitions that new hires are included in, and consider having them only compete against other new hires, which will level the playing field.
  5. Gamification usually requires some amount of supervision. Consider how realistic it is for management to get involved based on their availability.

Have you setup gamification in your contact center? We want to hear about your experience!

 

Elevated CX Is Achieved by Empowering Agents Through Tools and Technology

According to Gallup, highly engaged customer service teams achieve, on average, a 10% increase in customer ratings and a 20% increase in sales. So, it should come as no surprise that three out of five of our top tips for elevating the customer experience in enterprise contact centers are related to agent engagement and empowerment through tools and technology. The following are our five favorite ways to boost agent productivity:

  1. Declutter the agent desktop with an innovative UI.

Provide agents with innovative contact center technology that dynamically selects the most relevant data elements to be shown on the visible part of the desktop. Such technology increases agent efficiency by reducing the time it takes for agents to respond to customer inquiries. Findings in our 2017 trend report show that 40% of the respondents use three or more systems to handle channels in the contact center. Consolidating technologies and information is a great way to empower agents!

  1. Give agents easy-to-use technology for automatic customer recognition.

Having a contact center system that automatically looks up incoming interactions across both internal and external databases to identify customers allows agents to deliver a more personalized response to customers. When your omnichannel system can perform recognition across all channels and federate data from multiple CRMs and applications, agents are truly empowered to solve customer inquiries.

  1. Eliminate mundane transactions with AI and provide agents with AI Assist.

Most industry professionals see adding AI and bots to the contact center as a beneficial strategy for cutting costs and improving the customer experience. There is also evidence that agents feel more engaged when AI and bots are introduced because as bots handle easier transactions, agents are freed to handle the more advanced customer interactions. You can even take this one step further and use your AI to assist agents with intelligent agent reply suggestions.

  1. Automate workflows.

Enterprise process automations allow contact centers to play a larger role in the company. Such automations can be powered by incoming interactions, outbound contact lists, APIs, and a number of triggers, such as customer sentiment, across all channels.

  1. Limit downtime with active-active technology.

Enterprise contact centers can lose thousands in profits when their vendor experiences unexpected downtime. Unique disaster containment is a must in providing top-tier customer support. An active-active approach ensures that all sites of the overall geographically distributed system share the transaction load. If a site fails, the other parts of the system pick up the failed site’s portion of the transactions immediately.

The customer experience and agent empowerment are directly linked. In fact, customer experience leaders have 1.5 times as many engaged employees as do less motivated customer experience providers.

How do you empower your agents?

Important Business Intelligence Tools for the Contact Center

In order for the contact center to meet (and exceed) performance goals, the right business intelligence (BI) tools and technologies have to be in place. BI tools help contact centers improve and optimize their processes in order to heighten their success rate. BI digs deeper into the data you’re already collecting to find ways to relate your findings to the customer experience and, in turn, improve customer retention.

Aggregate Analytics

Aggregate analytics, also referred to as big data, deliver information about the contact center’s overall performance. Both structured and unstructured data is organized and delivered via an “at a glance” dashboard, or something similar. The key is to have only relevant data included so that supervisors don’t have to wade through inapplicable data.

Call Recording Tools

Speech analytics tools – a long-time staple of the modern contact center – accurately transcribe conversation audio to ensure that agents are adhering to a script or guidelines when speaking with a customer. In industries that have strict rules about what can and cannot be mentioned (like collections, for example), speech analytics are even more important than usual. Certain advanced call recording tools will allow for Voice of Customer considerations, too. Real-time feedback, call coaching and customer surveys enable supervisors to make decisions that can improve the customer experience in-the-moment.

Predictive Voice Analytics

Predictive voice programs not only record agent-customer conversations, but also use them to make predictions about how both parties will respond. Emotional changes in the agent’s vocal features can determine if the agent is speaking in an appropriate way to the customer, while emotional changes in the customer’s voice can determine a variety of outcomes, like if they’re likely to become a regular customer.

Selling Recommendations

BI tools can increase revenue by recommending up-sell and cross-sell opportunities to the agent in real-time. By considering the customer’s purchase history and buyer persona, combined with predictive voice analytics, the dashboard can alert the agent when a selling opportunity presents itself. Not only is it easier to sell to customers with a strong purchase history, but BI tools can also determine which products and services will be of most interest to the customer.

The contact center is generating helpful information every single minute. Data is regularly being collected, sometimes passively. With BI tools, supervisors can gather and review all pertinent data to see where improvements can be made.

2018 Contact Center Trends: Punching Through the Barrier.

By Bright Pattern

Customer experience (CX) ran out of steam in 2017. Almost all companies have by now realized that CX is the differentiator and customers value the experience above almost everything. Enormous effort and resources have been thrown at CX, and there have been huge gains. But according to Forrester’s 2017 CX IndexTM, CX quality plateaued or declined for most industries and companies.

It’s plain to see why. CX was a classic land grab where companies found it easy to deal with obvious problems. But now the hard work begins. Customers are getting used to enhanced experiences and want better and better service. Companies will need to keep up with these expectations or fall farther behind. Forrester is predicting that in 2018, 30% of companies will see further declines in CX performance, which will mean declines in growth or worse.

So are we going to stay put or decline? Or are we going to punch through to the next level? 2018 will be the year where this is decided. So what will be the big stories? How will technology and automation advance the customer experience? Here’s what we think will be the trends in 2018.

 

Artificial Intelligence – It’s going to get real, very fast

In the years running up to 2018, AI has been the solution to almost any problem. And for good reason: chatbots, robotic process automation, and virtual assistants have transformed customer experience and expectations, and have changed the roles of customer service agents for the better. But now the rubber meets the road. The early gains were made by applying AI to existing business operations. The true growth moving forward will be to use AI to invent new ways to interact with the customer, reinvent business processes, and create whole new markets for products and services.

A Forrester survey tells us firms’ investment in AI rose 51% in 2017. But 55% of firms have not yet achieved any tangible business outcomes from AI, and 43% say it’s too soon to tell. That’s because AI is not a plug-and-play proposition. Unless firms plan, deploy, and govern it correctly, new AI tech will provide small benefits at best or, at worst, result in unexpected and undesired CX-related outcomes. If CIOs and chief data officers (CDOs) are serious about becoming insight driven, 2018 is the year they must realize that simplistic approaches will only scratch the surface of possibilities that new tech offers.

Take machine learning for example. Companies are quickly realizing that, ironically AI requires huge amounts of human input. Agents are tagging text and speech, customer interactions. Companies are using their customers to teach their AI, and sales reps are training the AI rather than relying on out-of-the-box learning. Add to this the data hygiene and knowledge management required to keep an automated system up to date, and you will see an enhanced adoption of the blended AI model for 2018 where humans play a critical role in constantly perfecting AI to improve the customer experience.

Bright Pattern is a leader in this blended AI trend and automating with a human touch. For instance, our APIs allow bots to integrate with IBM Watson, Reply.ai, and Alterra to provide human-like interactions that can be switched to a live agent at any time. The agents also have internal assistants and bots that use AI to guide them through the call, offer suggestions, track tone and sentiment using cognitive analysis technology and natural language understanding.

 

Digital Transformation Needs to Pick up Speed

There are now heightened expectations from the customer and companies need to rise to meet them. Digital transformation is the key to making this happen. But it’s not happening at a quick enough pace.

According to Forrester, up to 60% of executives feel they are lagging behind with their digital transformation initiatives. The trend for 2018 will be that digital transformation moves from just an IT or CIO issue to become the responsibility of the entire organization. Thinking will change, it will no longer be looked at as an investment that gets a return. Digital transformation will be seen as the one thing that will keep the company alive. In fact Forrester also has a sobering statistic for this: 20% of CEOs will fail to act: As a result, those firms will be acquired or begin to perish.

 

Moving to the Cloud Will Become Even Safer

Here’s some good news! The cloud is going to get even more business-friendly in 2018. We all know that moving to the cloud provides a way to avoid capital investment in volatile technology and focus on core competencies. And it enables companies like Bright Pattern to provide rapid innovation delivery, instant upgrades and provide integrations with other cloud systems.

Every tennant on the Bright Pattern Call Center solution enjoys the very latest, most advanced version of out software. This includes data, configuration, user management, and tenant individual functionality. Every company, department and user is on the same version and the latest patch level.

And, we offer the insurance of an on-premises option using exactly the same cloud software for call centers, ensuring an additional level of control. Moreover, switching to an onsite option or back to the cloud is as easy as downloading the export file of your account and uploading it into another system.

The cloud will continue to be a dominant force in the digital transformations of virtually all successful companies. With continued innovation from Bright Pattern, we do not see this trend losing steam in 2018.

Self Service is about to get personal

Personalization will be key for companies looking to keep up with customer expectations. The empowered customer is now king, but they do not want to have every option available to them at all times. Their time is precious and they want to have a self-service experience that is hyper-relevant to them.

Companies who know what product a customer has for instance, will be able to serve up a limited set of options and disregard the irrelevant. They will learn which channels a customer prefers and route them without having to ask. Organizations that take customer experience seriously through personalization will stand out from the noise and create loyal customers.

 

The Employee Experience Will Be Enhanced, Not Just the Customer Experience (EX=CX)

The customer service employee experience is changing rapidly, so companies need to find ways to ensure that their agents are well motivated and rewarded for taking on new responsibilities. As blended AI becomes more prevalent, the role of the agent or customer service representative will change. Forrester predicts more and more agents will quit because of work overload. An example of this trend would be tagging. A live chat agent can look through a chatbot transcript to see where the chatbot didn’t understand the customer. The agent can tag an intent to that particular phrase. This additional task adds to an already complex list of responsibilities, applications, and processes that today’s agent must own, use, and follow. Without the right tools companies put employee experience at risk.

Bright Pattern provides the most effective agent desktop in an all-in-one call center app, which offers a decluttered user interface that selects and displays the most relevant information based on context. Higher levels of employee and agent engagement are known to improve the customer experience.

 

Automation Spreads From the Back Office to the Front Office

The big news in automation for 2018 will be the migration of many tried and tested robotic processes from the back office to help out in the front office. Automation will enable agents to focus on helping customers and spend less time on navigating systems or post-contact wrap up. Additionally, automation at the desktop will improve quality by decreasing errors of manual data entry, reducing rework, and decreasing complaints. Reducing manual tasks allows for a better focus on listening to the customer, empathizing, and providing a frictionless experience. In 2018, we’ll see better collaboration between the front- and back office, and see the almost immediate ROI that robotic process automation has traditionally been known for.

Channel Proliferation is a Party That Won’t Stop

It’s not news that consumers like to interact in the channel of their choice. And that channel can change on a whim and by the second. A conversation started in a messaging platform can migrate to a call that can shift to an email and back to a message. But companies need to do a better job of offering a true omni channel experience. According to Dimension Data and their 2017 Global Customer Experience Benchmarking Report, only 8% of organizations say that they have all of their channels connected and, in fact, as many as 70% say that none or very few of their channels are connected.

And new channels are coming on stream all the time. Customers are communicating with brands using just emojis. Video chat is starting to be adopted. Screen Sharing, virtual assistants, in-app messaging will all continue there rise in 2018.

The big news here is that this explosion of customer expression will not be stopping any time in 2018. So how can a company keep up, let alone stay ahead?

The simple answer is to have a simplified multichannel setup for call center managers to enable a true omni channel communication style. In practice this means a conversation must be able to be continued when switching or changing channels. It means adding a messaging or content channel to an existing communication is a must. And finally the rich context of the conversation must be maintained at all times.

To do this in 2018, you must have the agent tools to simplify multi channel interaction handling. Bright Pattern has created a web-based agent desktop to make multichannel communication seamless. It keeps all the information needed in the visible portion of the desktop, it intelligently extracts the relevant elements of context to display eliminating switching, alt-tabbing, and scrolling through long pages, and it transparently rearranging the desktop when the the conversation changes from one channel to another.

Conclusion

2018 is going to be a big year of disruption for the contact center. The technology that’s coming online and the shifting attitudes of business leaders will lead to some huge developments. At Bright Pattern we are well aware and well prepared for what’s to come. Because just like you, the expectations of our customers will not stop growing.

Customer Journey KPIs Every Contact Center Should Track

 

The customer journey can be a difficult thing to map and understand. With so many touchpoints along the journey, the map isn’t predictable and linear, yet it’s still necessary to monitor and analyze. These Key Performance Indicators (KPIs) will help you gain insight from the customer journey and move on to improve it.

Customer Effort Score (CES)

Even if a customer prefers self-service to live agent support, they don’t necessarily want to put a ton of effort into solving their own issue. Self-service shouldn’t be a difficult-to-implement alternative to normal customer support. Instead, it should meet the needs of the type of customer who seeks out self-service via quick, easy-to-find answers and the ability to make changes sans agent assistance.

Customer Satisfaction (CSAT)

Some of the most important customer journey touchpoints will occur when the customer interacts with a support agent. CSAT is the measure of the customer’s satisfaction before, during and after they contact customer service. If CSAT scores are dropping, it may be time to look closely at agent productivity, ticket management and self-service options.

Net Promoter Score (NPS)

The NPS will tell you if your customers are going to recommend your products and services to others. You have to go deeper here, though – why will your customers recommend your products and services, or what it is that’s keeping them from doing so?

Customer Churn / Retention Rate

Customer support teams for subscription-based products and services have to pay special attention to retention rate. If you see a lot of customers leaving around renewal time, it’s necessary to figure out why you lost them. What part of the customer journey is causing customers to change their mind? There’s a snag somewhere.

Customer Success

Customer Success isn’t a single KPI, but instead a customized KPI program based on your specific business, customers and goals. A Customer Success strategy may include Up- and Cross-Sell Rates; Average Revenue per Customer; or Rate of Adoption, which starts with defining beginner, intermediate and advanced customers or users. You may also want to include Retention Rate, NPS and CES in your customer success KPIs. Think of Customer Success as an overarching customer journey strategy based on what success means for you.

Customer journey KPIs may be difficult to track, but they come with a big benefit – often, improving one will have a positive impact on another.

4 Best Practices for Your Social Media Customer Service Strategy

The days of wondering whether or not your contact center needs to have a presence on social media are over: the answer is a resounding “yes.” Now, the main questions revolve around how you should be listening and responding. Here are four tips that will help your agents build beneficial relationships with customers through social media.

  1. Use the right platform.

Not all social media platforms are created equal. For example, Instagram and Pinterest are ideal for image-focused brands, like retail shops, while LinkedIn may work better for B2B companies. The ideal social media platform is the one where your target customers are ­– don’t waste time on the others.

  1. Keep track of mentions.

Staying on top of customer needs doesn’t mean staring at your feeds all day long. There are plenty of listening tools out there to help you monitor when your company or product is mentioned online, even if your profile isn’t tagged (which it probably won’t be). Modern contact center software with social media integrations will put these mentions right in your help desk. (P.S. Make sure to monitor for common misspellings, too.)

  1. Respond quickly.

Customers use social media for convenience and speed, and you need agents who can respond quickly. Since social media is based on live feeds, customers have different expectations than with other communication platforms. Whereas a 24-hour response time may be okay for email support, a 30-minute or 60-minute response time is expected on social media. You may need to adjust your scheduling to accommodate for this quick response time, especially during something like a product launch.

  1. Customize your tone.

Tone is important for customer service overall, but with social media it can trickier to (1) figure out the right tone for the situation at hand and (2) fit an appropriate tone into a character limit, like on Twitter. Here are three quick tips for getting the tone just right in-the-moment:

  • If the customer uses a casual tone, like through slang, exclamation points and emoticons, you can reciprocate.
  • If the customer doesn’t seem to be 100% fluent in the language, keep your tone basic and avoid nuances.
  • If the customer is agitated, be more empathetic and apologetic than usual.

 

While social media support is a necessity for contemporary customer service, you can simplify the process by following these basic, tried-and-true tips.

How Bots Help You Learn What Customers Want

There are many reasons why businesses increasingly turn to artificial intelligence (AI) to augment and enhance their customer communications. That everyone else is doing it too isn’t a good enough reason for you to jump on board any ship, so we’ll just tell you why your contact center should be utilizing AI and cognitive technologies: AI can learn exactly what your customers want.

In a typical call, a customer is greeted by an IVR menu that offers that all-too-familiar range of options (e.g., “Press or say 1 for billing… Press or say 2 for support… Press or say 0 to speak to a representative….”). Although efficient for routing callers to appropriate agents and service departments, automated phone menus do little when it comes to learning the true purpose of a call.

In stark contrast, an AI-enabled contact center can ask the customer a direct question (e.g., “How can I help?”) and the customer can blurt out a specific answer (e.g., “My laptop broke.”). There’s no need to offer options and divine why customers called based on their choices or levels of abandonment.

With just the customer’s answer, the AI-driven contact center can zoom in on keywords, gain information about products or services, detect emotional weight and sentiments, perceive subjects of conversation, use natural language understanding, and so forth—all while recording the conversation and storing data.

The same goes for chats and SMS conversations. Chatbots can skip past all the pleasantries and get to the heart of any issue by simply asking, “What do you want?”

The data gathered from that one question is gold. The next time your customers contact you, let them feed you the very information that empowers your business.

Learn more about how AI assistance and bots can transform your contact center practices.