customer loyalty

An Online In-Depth Education Program Without the Cost and Inconvenience of Traditional Live Conferences

While there are numerous quality live conferences in the CX/contact center space that delve into workforce optimization, attending these events often entails a series of complex decisions. First, you must determine if it includes enough seminars that are relevant to your specific needs and exhibitors with the right solutions to advance your program. Then, you need to obtain approval and funding, plan the details of the trip and make sure all your responsibilities are covered while you are away. While some consider traveling to an event a welcome break from routine, others find it a time-consuming, expensive disruption that they simply can’t justify.

The need for ongoing education in this critical operational area continues to grow. Over the past 12 years, an increasing number of workforce planning professionals have found a flexible, no-cost, no-travel alternative in CrmXchange’s annual online Best Practices in Workforce Optimization virtual conference, produced in conjunction with the Quality Assurance and Training Connection (QATC) and the Society of Workforce Planning Professionals (SWPP).

Over the past two years, the event has been expanded to provide even more in-depth education. For 2019, it will take place the first two weeks of November, with the first week (November 4-8) focusing on QA and Analytics and the second (November 11-15) examining strategies for Workforce Management and Performance Optimization.

The enhanced conference content reflects the evolution of how contact centers now approach workforce planning responsibilities. It used to be handled in independent groups, with one team handling quality assurance, another conducting training, and yet another developing agent schedules. Supervisors often tried to do coaching with no input from other functional areas, while managers simply ran and reacted to reports. But this disconnected approach no longer works in today’s complex, omnichannel contact center environments. Workforce Optimization is a wide-ranging field that now encompasses all these elements as a unified discipline. And the CrmXchange virtual conference provides WFO professionals with the year’s most convenient and comprehensive opportunity to gain greater insights on the latest technologies, tactics and best practices.

Attendees have the opportunity to meet in real time with industry experts and colleagues who can answer their questions and offer business solutions tailored to their contact centers, without the cost and time away from the office of an on-site conference. Anyone can attend learning sessions the same way they would in an on-site conference.

The format allows entire WFO teams to share newly acquired knowledge throughout an organization. Team members can attend live sessions together or attend different session tracks. All sessions will be recorded and available on demand for one week after the conference – giving those who could not attend the initial presentation the opportunity to view the sessions later.

In addition, attendees can visit the virtual exhibit hall to download product videos, and obtain product information, press releases, white papers, and much more. Sponsors, including Calabrio, CallMiner, NICE, NICE inContact and Verint, are ready to share the latest innovations that may benefit your contact center.

And while you can’t sit down over a drink after hours, you can still chat with presenters and peers in the virtual lounge, a specially designed virtual networking forum for registered members of this online event. Learn what others are doing, meet colleagues, pose questions, and offer your own insight.

The Best Practices in Workforce Optimization virtual conference kicks off on Monday, November 4 at 12 noon ET with a high-interest keynote address Building a Customer Experience Movement which examines the true elements required to create a culture-changing CX program that is built to last. It will be presented by Nate Brown, Co-Founder of CX Accelerator, a virtual community of customer experience professionals.

Join the thousands of industry executives who have already benefited from this powerful complimentary two week online conference Register now and check out the broad ranging agenda.

On-Line Workshop on Speech Analytics Designed to Help Understand the Process

To take a step forward, sometimes you need to take a step back to assess where you want to go. Many businesses are eager to implement programs to move their CX needle but often delay in the process because they simply don’t know how to get started. Beyond the obvious decision of which one will be best suited to their needs, they must also weigh such factors as calculating short and long-term costs, developing a formula for achieving ROI, and doing due diligence on the level of vendor help in both getting off the ground and maintaining a successful program.

The new CrmXchange Build-it! series of how-to webcasts offers a head start by learning the basics of putting a successful program in place. Each webcast will provide step-by-step guidance to help launch programs in a variety of customer experience technologies. Registrants receive a worksheet to help them define their goals, identify the specific improvements they want to achieve and analyze the existing technology.

Professionals benefit from an in-depth review of which areas will make significant improvements. “How to Build a Speech Analytics Program- A Workshop” will be presented by CallMiner, one of the most respected solution providers in this space.

Recent research by DMG Consulting indicates that implementing speech analytics in contact centers pays for itself in less than one year, and TechTarget reports that it pays for itself in as little as three months. The many benefits include:

  • Improving the Customer Experience
  • Cost Savings
  • Revenue Enhancement – Identifying Upsell/Cross-Sell Opportunities
  • Improvement in Operations
  • Helping to Promote Customer Loyalty & Retention
  • Diminishing Compliance Risk Issues
  • Reducing Average Handle Time

While contact center leaders have been hearing for years about what speech analytics can do, hardly any webcasts or white papers have discussed the mechanics of putting together a functional and successful program. This live workshop will focus on critical components that need to be considered:
•Goals: How to define and prioritize
•Data Collection: What information is needed, what does your business have and what is it missing
•Staff: How do you get the right departments involved and who needs to be included
•Reporting: Who gets reports, what format are reports in, reactions to new information

Register now and come away with a detailed outline of steps required to have your program hit the ground running. If you can’t make the live September event, the recording will be available for one year.

It’s So Random: Changing the Culture of ‘Who’s Up Next’ with Intelligent Call Routing

With comprehensive information at everyone’s fingertips, few people now book a hotel room in a far-off location, make a reservation in an unfamiliar restaurant or hire an unknown contractor without carefully reviewing all relevant feedback. For the most part, businesses are even more cautious about making moves, industriously uncovering everything about prospective employees during the hiring process, and thoroughly investigating every angle of any potential partnership, investment strategy or technology purchase.

Yet, with all the rich data resources available to them, most organizations leave one crucial business process almost entirely to chance: which front-line representative takes the lead in customer interactions. Startlingly, 95 – 99% of companies still randomly route customer calls to the next available agent. Of course, it doesn’t have to be that way. Intelligent routing systems—with the capability to identify the caller and the reason for the call to assign the customer to the agent best skilled to handle the specific inquiry— have been around for years and are constantly becoming more efficient and affordable.

Rather than adhering to the circuitous procedure of using interactive voice recording (IVR) to send the customer to the most appropriate department or to an initial operator who will forward the call, intelligent call routing totally streamlines the process. It taps directly into customer records to retrieve information about the caller based on previous interactions and instantly directs the call to whom it judges to be the most qualified agent to handle the issue. In making split-second routing determinations, such systems not only take into account an agent’s track record, training and skills, but also consider caller priority, long-term customer value and more. Sometimes, the best responder for a specific call may already be engaged in another ongoing conversation that started only a few minutes earlier. Depending on how long the caller may have to wait, how wait time impacts that individual’s satisfaction and the skill level of others available, intelligent call routing decides to either have the caller wait or assign them to the next best agent.

With the increasing volume of available data on customer history and improved knowledge of agent capabilities, the traditional legacy routing strategy is evolving to become more intelligent, personalized, and able to effect specific improvements in a company’s metrics. Integrations now enable the use of data gleaned from previous interactions to provide insight into a customer’s personality and behavioral characteristics. By applying this knowledge, companies can gauge their customer’s communication preferences–intelligent routing can go beyond calls, helping to shape better outcomes on email, chat or messaging channels– and deliver the optimal experience.

Learn how your company can use this vital and improving technology to both reduce customer effort and create more personalized connections. Listen to a complimentary webcast “How Intelligent Call Routing Can Deliver Business Results,” presented by NICE Nexidia.

70% of U.S. Employees Hold Positive View of Artificial Intelligence in the Workplace Today

Despite recent doom-and-gloom anecdotal reporting, a nationwide survey of 1,001 workers in the United States (U.S.) finds that 70% have an upbeat attitude toward new workplace technologies involving artificial intelligence (AI), such as chatbots, robots and augmented reality. Only 5% say they dislike new technology for putting their jobs at risk today. In fact, 32% of U.S. respondents feel AI will have a positive impact on their job in the next five years, increasing from 26% today. Just 19% of those surveyed express fear that AI/bots could swallow their jobs within the next decade.

These findings stem from new research by Genesys® (www.genesys.com) into the attitudes of employed Americans regarding the rising adoption of AI in the workplace. Genesys conducted an identical survey in six countries — the U.S., Germany, the United Kingdom, Japan, Australia, and New Zealand — for a total of 4,207 participants.

The picture isn’t all rosy, however. While 75% of Americans surveyed say they are “rarely” or “never” threatened by new technology at work, one quarter do feel unsettled by it. Happily, only 4% “always” feel threatened. This is fairly similar to respondents in Germany, the U.K., Australia, and New Zealand, but in Japan that figure jumps to 12%.

Is AI a Friend or Future “Frenemy”?

While 52% of U.S. workers surveyed say AI has not yet affected their jobs, that number falls to 29% when asked about a five-year timeframe, with expectations for an increase in both positive and negative effects. Part of the reason for the low percentage of AI’s current impact? It’s not as ubiquitous in the workplace as many people would believe. Among U.S. respondents, 68% say they are not yet using tools that leverage AI; surprisingly, there is not a noteworthy difference between large and small companies.

Survey results also shed light on AI’s influence on employee social interaction, ethics and upskilling, with worker attitudes varying according to age, company size, job status and job function. The overall impression? Employees have a generally positive view of technology now, but are less certain if technology enabled with AI will be their friendly co-worker in the future, or a “frenemy.”

“The survey findings substantiate a long-held Genesys belief that a blended approach to AI is best in customer contact centers as well as the workplace in general,” said Merijn te Booij, chief marketing officer for Genesys.

“Some jobs will evolve as human work combines with the capabilities of AI. The key for organizations adopting this intelligent technology is to help employees understand its potential to make their jobs more fulfilling by taking the mundane, easily automated tasks off their plates. This opens the door for more employees to apply skills AI just can’t replace – like creativity, leadership and empathy.”

Considering 27% of Americans say they simply cannot predict the impact of AI on their jobs five years down the road, and only half feel they have the skills to compete effectively, it’s increasingly important for companies to closely monitor the pace of AI adoption and employee training programs to address it.

A few additional U.S. findings related to overall attitudes toward AI include:

  • Two-thirds (66%) of the U.S. cohort say technology makes them more efficient in their jobs. This response is exactly the same across the three age ranges surveyed.
  • 8% of U.S. employees say they dislike new workplace technology such as AI and bots because it takes away their easy tasks.
  • More part-time U.S. employees (25%) fear AI will take their jobs within 10 years than do full-time workers (18%).
  • Surprisingly, exactly twice as many (26%) of the U.S. employees in the youngest cohort (ages 18-38) fear replacement by AI within the next decade as do their over-55 co-workers (13%).
  • Nearly 70% of U.S. employees trust their employers to use AI in an ethical way.

Survey Methodology and Participants

Within the U.S., a total of 1,001 adults completed the online survey in April. Respondents were evenly divided into three age ranges: 18-38, 39-54, 55-73, with women accounting for 65% and men 35%; less than 1% did not categorize by gender.

Approximately 80% of those surveyed have full-time employee status with the remaining 20% working part-time. Respondents came from seven categories of company sizes, with a total of 42% employed in companies of fewer than 250 employees.

While U.S. survey respondents work in a wide variety of industries, 77% fell into one of 11 functional job categories: Administrative, Assembly Line/Manufacturing, Customer Service/Retail, Doctor/Nurse/Caregiver, Education/Training, Finance/Accounting, Food Service, Human Resources, Marketing/Inside Sales, Media, and Driver/Transportation Provider. The remaining 23% fell into an “Other” job category.

For a copy of the full survey data, please contact genesys@sterlingpr.com

How Robotic Process Automation Makes Contact Centers More Efficient

Automation isn’t new. Technologies like Interactive Voice Response have been around for a long time. But while advancements like these have reduced costs for the contact center, they’ve also managed to annoy customers. In the case of IVR, callers often get stuck in menu loops or struggle with systems that don’t understand what they’re saying. Enter robotic process automation.

Robotic Process Automation and Artificial Intelligence

Contact centers are in the business of serving the customer, and in an effort to improve the customer experience, technologies are always emerging. Robotic process automation (RPA) is one of them, automating tasks and freeing up agents to personally handle complex issues. RPA uses Natural Language Processing, which is related to artificial intelligence, an even more advanced type of automation that can make human-like judgments about tasks.

Interactive Text Response for Customer Service

Interactive Text Response (ITR), more casually referred to as chatbots, goes hand-in-hand with the increasing popularity of messaging apps. Brands that want to improve the customer experience are making themselves available on chat – and it’s working. More than 70% of 1-800-Flowers’ chatbot orders come from first-time customers, and the company’s commitment to new tech has attracted tens of thousands of users. Chatbots are more effective than IVR because text input is easier for the system to understand than spoken language. AI can then be used to gain a deeper understanding of what the customer is saying, accounting for the different ways a customer may phrase a sentence or question.

Sample Phone Call with RPA

RPA can also be used with phone calls, not just chatbots. Here’s an example of how RPA can help with a live call:

  • Jane calls to speak with an agent.
  • Your RPA takes the call and authenticates Jane by confirming her account number and call-in PIN.
  • Your RPA analyzes Jane’s account and sees that she has an open ticket and that she’s just been on the website to look at the status.
  • Your RPA says something like, “I see that you have an open ticket with us. Is that the reason for your call?” Jane confirms that this is the reason for the call.
  • Jane is transferred to an appropriate live agent.

Contact center technology like RPA can help customers solve their issues more quickly, but it can also provide much-needed support to agents by making them more efficient.

How Will Contact Center Channels Change in 2019?

Customer-centric businesses are working harder than ever to support all of the channels that their customers want to use. That’s why 84% of companies who consider themselves to be customer-centric have a heavy focus on supporting mobile channels for a greater customer experience. COPC reported that mobile care increases by 41% in 2018 alone.

The results from the 2018-2019 ContactBabel Report, as shown, illustrate that as mobile becomes more widely used by end users, channels like email, telephone, letter, and fax are expected to decrease in interactions. The channel with the largest expected increase in interactions for 2019 is web chat, with 56% of survey respondents believing there will be an increase. Social media customer service and SMS followed with 46% and 36% expecting an increase in interactions.inbound channnels

Both the need to retain strong CX strategies around traditional channels like email, voice, and IVR, and the need to add new channels has companies wondering how to create and run a true omnichannel contact center that empowers agents and delights customers. The ContactBabel Omnichannel Report walks though more stats from their survey, which could help you in your omnichannel journey.

inbound calls 2019

With traditional channels like voice, email, and chat, as well as channels like SMS/text, video, in-app, social messengers, and bots, Bright Pattern is the only true omnichannel provider that can be turned on in just days!

3 Innovations in Customer Service

Technical advances have done a lot of wonderful, game-changing things, but they’ve also made it much easier and quicker for customers to complain. This has forced brands and contact centers to amp up their customer service strategies. These innovative customer service ideas could have a major impact on the customer experience.

  1. Let customers test products or services before purchasing them.

Free trials can go a long way towards landing committed customers. Trying before buying isn’t yet the standard across the board, but it should be. By letting customers try out your product or service for a limited time, you tell them that you believe so much in what you’re selling that you know they’ll get on board. Contemporary customer service is all about making the customer’s life easier. Let them wait to pay until they’re sure they want to make a purchase.

  1. Use videos to answer complex questions

The more complex a FAQ, the more text you’re going to need to answer it. A lot of customers aren’t going to take the time to read a lengthy blog or social media post, which means they’ll either (a) go without finding their answer, which won’t leave them as satisfied as possible, or (b) call to speak with a live agent, which puts more pressure on your staff. An excellent alternative is to record a video that answers the question. You can solve the problem in less time than it would take to read the answer, and videos are also highly shareable, so your customers can help you spread the word.

  1. Make it easy to do even unwanted actions.

Stellar customer service shouldn’t end when a customer wants to switch providers or go with one of your competitors. You should still treat the customer well even if you’re going to lose their business – treating them well at this stage could actually convince them to stay with you or come back at some point down the road. Transparency should be embraced at every stage, even if the customer wants to close or delete their account. By doing something like hiding the “delete account” button, you’re getting in the way of the customer having an easy, seamless interaction with your brand.

 

Impactful customer service strategies are thoughtful, too. By combining innovation with high-level awareness, you can appeal to the customer’s emotions while meeting their tech-savvy needs.

What’s on Your Supervisor Screen? Agent KPIs to Watch

In your day-to-day contact center operations, everything under the sun can be measured, reported on, and popped to your screen. When you’re bombarded by data, only the most-used KPIs deserve a spot on your agent desktop. How do you know which KPIs are the most valuable to your team, contact center, and business?

A Key Performance Indicator (KPI), also called a metric, is a value that you can measure, one that shows just how effective your business is at achieving its goals. If your top business goal is to boost customer satisfaction, for example, you’ll probably want to keep an eye on KPIs such as call abandonment rates, survey responses, average handle time, and so forth. Contact centers use metrics to collect specific data from every interaction, service, queue, agent, survey, and more.

In any contact center, the real-time metrics that supervisors use on a daily basis generally fall into common categories, such as these:

  • Agent metrics
  • Campaign-specific metrics
  • List metrics
  • Service metrics
  • Skill metrics
  • Team metrics

Nestled in each category, there can be dozens, if not hundreds, of metrics, and the ones that matter really depend on your company’s goals.

Your Agents, At-a-Glance

Do you know what your agents are doing, right now? Supervisors need dashboards and wallboards with real-time KPIs that signal which agents and teams need to be monitored. And when there are 50+ KPIs to choose from, how do you know which ones are the most important? The more metrics you add to a dashboard, the less useful a dashboard becomes. In this blog, we will focus on some of the most-useful real-time agent metrics for contact center supervisors to watch.

Agent State

An agent’s state indicates whether or not the agent can handle an interaction. It may seem basic, but this information is very useful to the supervisor monitoring a team of agents working both in-house and remotely. Agent State provides an at-a-glance look at whether agents are ready, not ready, busy, idle, or doing after-call work. For agents in the Not Ready state, this metric also provides the reason (e.g., lunch, break, meeting, etc.).

Agent State shows what every logged in agent on your team is doing right now. If all your agents are busy, you know why the queue is filling up with calls, or why callers are still on hold. Likewise, if all your agents are ready yet the queue is backed up and customers are not being helped, you have reason to suspect your services are not running.

Time in State

Time in State is how long (in minutes and seconds) an agent has been ready, not ready, and so forth. Generally, supervisors will know what duration is acceptable for service calls, chats, breaks, and after-call work, and the Time in State metric will give them a cursory view of who’s working as expected, who’s slacking, and who needs help. For example, the supervisor may want to check in on an agent who’s been in the Not Ready state for 24 minutes, with no reason given.

ACW Time

After-call work (ACW) consists of all the tasks that agents must do before they can complete the interaction, tasks such as setting a disposition, creating contacts, writing notes, setting follow-ups, and more. These tasks are important but tedious. Agents in the ACW state cannot handle a new interaction until this work is done.

ACW Time can show you which agents and teams are not accepting new interactions because they’re still working on the old. High ACW time can indicate it’s time to relieve your agents of this type of work and automate the tasks instead.

Sentiment

Displayed as faces that are happy, neutral, or angry, sentiment provides a quick glimpse at the general mood and satisfaction level of your customers, in real time. It’s not the sentiment of your agents. Happy faces mean happy customers, and angry ones spell low customer satisfaction and poor reviews.

When agents chat with a customer, for example, the system is utilizing Natural Language Understanding and other cognitive technologies to assess the customer’s satisfaction level. Positive keywords, statements, and expressions become happy faces in the supervisor’s monitoring screen and in the agent’s active interaction. Sentiment is also saved in interaction records and chat transcripts such as this.

The sentiment of an unhelpful chat session would immediately appear on the agent’s screen within the chat as well as on the supervisor’s screen. A slew of angry faces in the supervisor’s list view of active agent interactions means the supervisor should monitor those agents and step in to help.

Customer Satisfaction

Customer Satisfaction (CSAT) is the average result of surveys where the customer satisfaction question has been answered. The best way to know how your customers feel about your service, agents, products, or anything else, is to ask them.

Net Promoter Score

Net Promoter Score (NPS) is the percentage of points for all surveys where a response was given for the contact satisfaction question. The percentage is calculated out of the number of interactions, where surveys exist, by subtracting the percentage of promoters (values 9 and 10) by the percentage of detractors (values 0 to 6).

You want to have a high NPS at all times. Customers are more likely to respond positively to a contact satisfaction question if they had a good experience with a knowledgeable, helpful agent. For contact centers, NPS is key way to measure success

Contact Center Driven by Insights

Agent metrics provide detailed information about agent performance and customer satisfaction. These KPIs provide the insights you need for improving agent engagement and elevating the customer experience.

After all, customer experience hinges on empowering agents with the right training, tools, and service model. Bright Pattern’s omnichannel contact center software helps empower agents with unique tools that facilitate better conversations, boost agent performance, and deliver higher returns in customer satisfaction and agent engagement. Having a unified and powerful agent desktop that displays important KPIs helps to keep supervisors focused on teams and agents focused on customers.

You can learn more about how monitoring agent metrics can help improve agent engagement and customer service by downloading the Bright Pattern e-book.

Vonage Looks to Create Significant Strategic Advantages with the Acquisition of NewVoiceMedia

The recent announcement of Vonage’s acquisition of cloud contact center-as-a-service (CCCaaS) provider NewVoiceMedia for an equity price of $350M in cash was a carefully considered decision designed to leverage the strengths of both companies in the ever-evolving contact center space. “We thoroughly explored a number of companies as we looked for the right fit in cloud contact center before announcing our intent. We found the strategic benefits to be compelling,” noted Omar Javaid, Vonage Chief Product Officer. “The combination of Vonage’s robust UCaaS and CPaaS solutions with NewVoiceMedia’s pure-play cloud contact center offering provides a seamless user experience, with end-to-end communications to enable increased employee productivity, mobility and ease-of-use, as well as enhanced customer engagement and more productive conversations. NewVoiceMedia will provide us with global scale and round out our robust product offering in the high-growth cloud contact center market. This is a large market that is adjacent to UCaaS and is undergoing the same on-prem-to-cloud migration taking place in UCaaS.”

NewVoiceMedia delivers a cloud contact center solution that is distinguished by its specifically CRM-focused, go-to-market approach. As businesses adopt CRM tools to improve customer engagement and to drive digital transformation, these solutions offer what Vonage believes to be a superior, integrated experience with leading CRMs: for example, NewVoiceMedia offers a tight integration with Salesforce. This is particularly important for better, real-time, omnichannel interactions across chat, voice and SMS, as well as more robust analytics and data capture.

“By orienting NewVoiceMedia’s technology stack to a programmable, microservices architecture, we will be able to increase the number of programmable solutions offered on Nexmo, the Vonage API platform,” said Javaid. “There is a natural linkage between our programmable communications platform and cloud contact center in which components-such as queuing, IVR and speech analytics among others–can be accessed via APIs and embedded into a company’s existing solutions to improve functionality, making every customer communication count.”

“Once the deal has closed (which is expected in Q4), we will focus on fully integrating the solutions,” he said. “Since they complement each other so well, we plan on accelerating our strategy to create OneVonage, our combined, microservices-based, cloud communications platform. With OneVonage, we will provide solutions, all fully programmable, including packaged applications such as PBX, Contact Center, Collaboration and Team messaging, as well as programmable communication APIs.”

Javaid believes that by fully integrating NewVoiceMedia’s cloud contact center solutions into Vonage’s UCaaS offering, the company will be responding to the strong customer demand it has seen among mid-market and enterprise customers for such integrated solutions. “Up until now, we have addressed this demand by integrating third-party contact center solutions,” he said. “By owning NewVoiceMedia, we can more deeply integrate our products and deliver a superior solution versus competitive offerings.”

While the solutions will be merged, the companies will continue to operate independently. According to Javaid, NewVoiceMedia, which has more than 700 customers and more than 400 employees, will continue to operate on a standalone basis for the foreseeable future.

Vonage expects to realize annual run rate synergies of about $10M by the end of next year and hopes to see these results go “meaningfully higher” by the end of 2020.

 

 

 

 

 

 

 

 

 

 

 

Cyara’s Top Tips to Enhance Customer Experience

Customer experience (CX) expert Cyara has compiled six best practices that businesses should internalize to raise customer satisfaction. These insights, gleaned from Cyara’s front-line teams, celebrate #CXDay2018, a day to recognize the professionals and companies that make great customer experiences happen.

Cyara CEO Alok Kulkarni offers six ways a business can elevate the experience of its customers:

  1. CX should be at the center of any digital transformation.
    Customer interactions are an integral part of the CX landscape and need to be a key component of digital transformation initiatives. For many companies, digital transformation investments are insufficiently allocated to the contact center, with the result that customers continue to wrestle with legacy systems. Recent studies show that while digital channels for customer interaction are growing rapidly, voice is still the preferred communications channel for pre- and post-sales support.
  2. Without CX measurement, businesses are flying blind.
    From the anecdotal to the hard stats, CRM professionals need to know how their CX is performing. CX leaders rely on a variety of metrics—from the big-picture metrics of Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) to real-time metrics such as dropped calls and correct connections. These real-time metrics deliver the true insights into the “now” needed to quickly identify and address problems customers are experiencing as they look for help.
  3. Great CX innovation requires cross-team collaboration.
    With the push for continuous integration and real-time innovation of front-line customer experience systems, it’s critical for organizations to successfully collaborate across development, testing, and operations teams, as well as between IT teams and business teams. Having a shared vision and collaboration tools are key to advancing in an agile, fast-paced mode of development.
  4. Spikes happen. Systems fail. Be prepared.
    Whether it’s Black Friday, annual insurance enrollment, or holiday travel, each business sector has its seasonal volatility, major product launches, and other high-volume periods. Spikes can also be unpredictable, such as a dramatic increase in insurance inquiries after a natural disaster. “Make sure you load test and ensure your system can handle massive volumes of in-bound enquiries, rather than finding out you under-provisioned just when your contact center is deluged,” says Kulkarni.
  5. Stay informed and learn from the experience of others.
    Cyara works with companies of all sizes across many industries and geographies — including their unique attributes, industry-specific regulations, and compliance requirements. Certainly, every company has its own brand values and personality—so implementations certainly vary—but the principles of world-class CX leaders remain consistent. “The attributes I consistently see with those who are most successful include prioritization of the customer experience, a cross-team dedication to excellent customer service, a culture of CX innovation, and a strong commitment to continuous improvement,” says Kulkarni.
  6. Make it personal.
    “As a CX technology provider, I’m a big proponent of applying technology to automate, test, manage, and deliver on your CX. Today, there’s also a great deal of excitement about what’s on the horizon with AI and chatbots. All that’s great, but all this technology has to be applied in service to each individual customer’s experience,” adds Kulkarni. Technology must help support the company’s commitment and mission, it must empower both its customers and its front-line agents, and it must personalize each and every touchpoint with the customer.