CX QA Live! | The Agent-Centric Customer Experience Show

There's something addictive about improving performance metrics. It seems there's some innate fascination with watching numbers get bigger and smaller over time. However, this sort of "metric obsession" can have adverse effects on your contact center. Join us as we chat with Dave Seaton⁠ about how obsessing over metric goals is hurting the customer experience, as opposed to helping it. We're analyzing actual stories and case studies of the unintended consequences of performance management systems.

[ 3:20-5:51 ]  Let’s start off with an example where customers were complaining of long turn around times. A performance management system was put in place incentivizing programers to hit a quote of sending 32 projects per month to quality assurance. The programmers modified their behavior to meet the quota. Productivity shoots through the roof, programers qualify for the rewards and avoid the punishments as outlined in the performance management system, but ... the turn around times actually got longer. 

How did this happen? 

How do unintended consequences subvert our good intentions?

[ 8:46 - 9:05 ]  Remember The Good Hearts Law: when a metric becomes a target it ceases to be a good metric, because behavior will change to achieve the metric, and not necessarily to produce the intended consequences.

Most people, when they discover this dilemma of unintended consequences, decide to stop incentivizing the metric, but rather to incentivize the behaviors that will drive the metric. This is a good first step. The next problem may be that the behavior-driven incentives also had unintended consequences.  

[ 12:39 - 14:31 ]  So, here’s the answer to the million dollar question: We must first diagnose what customers value about interactions with us. Define the experience we’re trying to provide. Then measure that in every way you can, because we aren’t saying metrics are unhelpful. Continue with a thorough root cause analysis. Next, improve the metrics, and then put a governance system in place so we don’t revert to previous practices. 

So back to our example with the programers who were gaming the system - How did management fix the issue? They analyzed all of the root causes and put a new performance management system in place that was based on team performance. The programer no longer succeeded or failed based on individual performance. 

Today’s real question is how do we learn to think differently?

The rallying cry is always, “how do we do more with less?”

[ 25:15 - 27:12 ]  Here’s another great example out of the airline industry in Europe from the 70s and 80s. They committed to their niche and didn’t let any other metic get in the way. 

As always, thanks for tuning in! To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.

Continuing the topic of AI, today we are being joined by Doug Rabold to discuss how AI impacts the quality of our work and how can learn how to properly use AI. We’ve seen before in sales and marketing how new technologies can shape the market and this can happen with AI in CX too. To make sure that there is a growth in quality, it’s important that we educate ourselves on the capabilities of AI and how to properly use it to our advantage. 

[ 7:37- 8:03 ]  A good understanding of a particular tool allows you to make good use of the tool. If you just start with the tool and don’t know how to use it, then you will feel the negatives of the tool far more than the benefits.

[ 12:11-12:34 ]  You’ve got to make sure that these tools work with your long term strategy, not just the flavor of the day. The data shows that there are uses for AI in CX, but it has to fit into your overarching business strategy. Don’t just throw it in there because everyone else is doing it. 

[ 17:09-19:08 ]  It’s much easier and cost effective to keep current clients happy than it would be to find new ones, however it’s being found that it’s much harder to do so when taking the agent out of the equation. No one wants to talk to a computer, and frustrations can be raised when it’s difficult to speak to a human. Many people prefer talking straight to humans, especially in high tension situations.

[ 20:56- 21:22 ]  If an AI agent can fully understand humans’ emotional needs than that would not be good. The more power we give a tool, the more power can be used in different ways that we may not like or benefit from. It’s important to view the ethics of advancements like AI. 

At end of the day, customers come first so it’s important that AI improves their experience. AI has the potential to be a helpful tool, but it’s up to us to make sure we are using it properly and educating ourselves to create the best possible quality. 

To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.

In today’s episode, we will be continuing to explore AI and its impact on the CX community, specifically by viewing the relationship of human intelligence versus artificial intelligence. Fred Stacey joins us as we discuss the rapid growth of technology and how the acceleration of innovation makes AI an important part of business. AI can do a lot for CX, but it’s important to remember the significance of humans intelligence and emotion in customer relations. 

[ 8:30- 9:17 ]  With AI being pushed into CX, the CX community now has the opportunity to make sure that the tough questions are being asked and deep, important conversations are being had. The integration of AI into CX will be unlike anything we’ve seen before, because of the speed and acceleration of not just innovation, but the adoption as well. 

[ 12:59- 14:08 ]  Agents aren’t going anywhere. It’s simply a myth that people will stop calling for customer support. Until absolutely everything can be done by an AI, there will still need to be call centers and agents because there will be situations where they need to talk to real people. 

[ 18:40- 19:55 ]  People who start as agents and then move up the company learn about the nature of business from the front lines. Agents in this position are able to move up and do more valuable work in new roles, which can put humans ahead of AI.

[ 23:30- 24:20 ]  AI has already grown so much over the years due to people being rushed to have the best algorithm. Some people will always try to take the rails off of it and just let it run. This is were government intervention may come into play, however the government may have a hard time intervening. 

While the fast growth of AI may seem daunting, the point of discussions like these is not to push fear, but rather to have better, more realistic conversations. Having AI replace certain tasks is not terrible as long as we make sure that the things we are freed up to do make us more human, and the things we are giving up are not core to being human. 

To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.

As technology continues to advance, AI is being integrated into businesses everywhere. So how does Al impact CX? AI is seen as one of the most efficient ways to cut costs and increase efficiency, which are very important parts of CX. In today’s episode, we are joined by Kory Kostecka to discuss AI and its role in CX.

[ 5:34-6:54 ]  AI is an enhancement, not a replacement. While some calls with simple questions can easily be answered by an AI, there are plenty of calls and questions that require a human with emotions to answer. Emotional intelligence is an important part of CX and as AI is integrated into CX, emotional intelligence will be more desired in the hiring process.

[ 9:54- 10:43 ]  There are two ways to look at AI involvement. The first way is through direct interaction with the customer, and the second way is through internal factors that the customer does not see. When using AI for internal factors, the AI is being used as a resource rather than a replacement. 

[ 16:16-16:56 ]  A good example for how to properly use AI is a Sharpie. A Sharpie is a tool used with the intention to write. If the lid is on or a hand can’t hold the Sharpie, then the Sharpie is unable to accomplish its goal. Just like a Sharpie or any other tool, we need to be informed on how to properly use AI. In CX, this means starting with the customer and what the customer wants to accomplish. 

[ 18:07- 20:34 ]  Human beings want to adapt to efficient processes. Think of ATMs. People were a bit weary of them when they were first introduced, but they realized that basic functions were something a machine could automate. For the banking industry, ATMs lowered the cost of function and led more banks to being opened up, overall helping the banking industry and the jobs of tellers

AI is a necessary next step to take when working in CX. However, AI should be used as an enhancement rather than a replacement to make sure that your business is as efficient as possible. 

To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.

Investing in and adopting agent-focused technology into your CX business can be a great way to improve your efficiency and benefit your company. Today we are joined by software expert, Adam Saad, to discuss the benefits of integrating agent-focused technology into CX. 

There are quite a few things that need to be accounted for when integrating new software into your business, so we will be divining into the ways to make it the most advantageous for your company.

[ 3:28- 5:25 ]  When examining ROI you have to remember that it is a pretty broad term. In this case, most organizations are focusing on having to do more with less, making efficiency and growth top of mind. The ROI metrics used can be divided into two main areas. The first one being human capital efficiency and improving the output with more efficient humans. The second one is increasing customer lifetime value by reducing customer churn. 

[ 10:33- 11:24 ]  We can’t control how customers are going to treat the agents they are working with, but what we can do is focus on what we can control. Some of the things that we can control to improve customers’ experience is the environment you are in, the team camaraderie, and the software that is being used. 

[ 11:55- 13:06 ]  When deciding what software to implement, it’s important to look into shelf ware. Shelf ware is how much software you bought isn’t being used or, in other words, is sitting on the shelf. To prevent this, you need to know how to integrate the software and have an intricate adoption plan put in place. Start slow, then adopt, and then upgrade what you have. 

[ 19:41- 20:08 ]  Much like the famous Papa Johns catchphrase, we need better ingredients and better CX. The ingredients of proper CX are the people, process, and technology. All of these factors rely on one another to be successful in CX. 

Implementing new software into your business will help you build a better customer-to agent relationship and help grow your business. There are many benefits to adopting new software and technology into your CX business, so make sure to integrate it into yours. 

To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.

Throughout the greater CX industry, there are so many benefits to being involved in a community. Today Rob Connelly and Jakob Mattice, discuss the impact that communities have on the CX industry. The more connected agents are to the company reflects onto their experiences with the customer; so it’s important to build up a strong connection. We are better together in our ability to solve problems. 

[ 5:23- 5:52 ]  Community presents us with an opportunity to help us learn from one another. It also gives us the opportunity to teach one another so that we all can grow and improve. 

[ 12:51- 14:03 ]  Learning and growing is an important part of improving your business and a great way to do so in the CX industry is through CX Accelerator. CX Accelerator accelerates your learning of CX through professional help and a strong community that allows everyone to learn. 

[ 15:47- 17:46 ]  When you are engaging with a community, the best way to do so is to be a part of that community. Do not think of it as just transactional and don’t just take. You need to be meaningfully engaged in your community without strings attached. Doing this makes people feel safer and strengthens the community.

[ 21:23- 22:22 ]  If you think about any CX problem that a company is facing, another company has likely faced the same problem as well. We can learn from each other’s experiences if there is a good, open community. 

When we work in communities we are able to achieve more and have a greater reward. Invest yourself in communities and you will see a great improvement in how your call center functions. Remember to join our livestreams so that you can be apart of the live audience and get the full experience! 

To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.

Today we welcome back Jeremy Hyde Director of Customer Service for Sun Country Airlines to discuss how to appropriately help employees who are facing crisis in their personal life.

[ 9:18 - 10:19 ]  Employee performance issues may alert us to the fact that they are going through some sort of a difficult situation. Let’s talk about how to approach an employee and have a conversation that is candid, sympathetic and respectful.

[ 10:26 - 10:57 ]  Boundaries are so important in interpersonal communication. We tend to overstep boundaries when we are too optimistic about motives, abilities and intentions. In these ways we may inadvertently hurt someone we are trying to help. For example, we might try to cover for someone whose performance is lacking, only to see that backfire when the individual goes too long without getting the the help they really need to address the root of their issue.

[ 11:22 - 13:46 ]  If someone comes to us to make me aware of something they are going through. We shouldn’t press for details; instead, just ask them what they think they need. What does this look like? Sometimes we can connect them with HR and FMLA so they can have the time and energy to focus on working through their personal issue, knowing their job is protected during this time.  

[ 14:02 - 15:15 ]   Create a culture of “what do you need?” Get them access to the resources they need without making them uncomfortable about oversharing. 

Remember to separate the conversation about their performance issue from the conversation about connecting them with help that is available to them.

[ 18:49 - 20:46 ]  We need to normalize mental health and wellness. We need to make resources more available, talk about our EAP, an encourage employees to actively engage in general wellness. 

For so long in American culture we’ve admired hustle and bragged about working ourselves to the bone, clearly neglecting our health. Now we’re starting to move toward positive health. As leaders If I’m not healthy for me? How can I help you be healthy for you?

[ 26:23 - 27:22 ]  As leaders can we model the appropriate level of transparency and model recognizing when we need help.

Andrea’s question: What advice to you have for convicting Contact center leadership to buy into caring about the wellness of the team?

[ 30:26 - 31:32 ]  The best way to bring about change is to understand the cost of not changing. Come with solutions not just problems.

[ 32:09 - 32:26 ]  When we talk about the customer experience that we want our agents to provide, what we are really doing is hoping that the humans who work with us will interact in a helpful way with the humans who buy from us.  

To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.

In today’s episode we are joined again by Dave Seaton to discuss the topic of empathy and how it can be used to improve CX interactions. It’s very important to make sure that your customer feels heard in their emotions, so we will be diving into what empathy in CX looks like, as well as how to show empathy in CX.

[3:13- 5:02]  There are 3 types of empathy. First is cognitive empathy which is rationally understanding what emotion someone is feeling. The second type is emotional empathy, which is mirroring the feelings that someone is feeling. The third type is empathetic concern, which is a combination of the two and then being motivated to do something about it or help out. 

[10:11-11:25]  Empathy is important in CX, because humans have an emotional need for it. All humans want to be respected and clients who receive empathy are more likely to participate in pro social behavior. Pro social behavior means actions that are good for society as a whole and not just as an individual. 

[15:19-15:53]  It’s not just the negative emotions that the customer wants to feel empathy with. It’s just as important for the customer to feel seen in their positive emotions as well. 

[22:32-24:43]  FBI negotiators use empathy to talk down criminals and the same tactics can be used to improve customer service. While you may not be in a hostage situation, cognitive empathy still holds a lot of power.

Reach out to Dave Seaton to learn more about empathy and emotional intelligence.

Links and resources: 

37 Empathy Statements Based on Emotional Intelligence

https://www.seatoncx.com/empathy-statements/ 

To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.

We are super excited to welcome Stacy Sherman of the podcast Doing CX Right onto our show today! Since most of the CX focus is centered around the customer experience, it is easy to forget about the equally important agent experience. Engaged and supported agents make a large difference in your company and can either help or hurt your business. Today we will be discussing tips for how to keep your agents engaged and improve your brand.

[ 5:54- 6:33 ] You have to invest in your agents. The work of the agents will reflect the support they receive and it effects the customers as well. Your customers can tell when your agents are supported and valued.

[ 10:29- 11:06 ] The difference between the best companies and the mediocre companies is having a team dedicated to agent experience. This is an area that needs more than just one person. It needs a whole team dedicated to supporting your agents.

[ 12:35- 13:02 ] You have to give your agents the proper tools to succeed. This will allow them to save time and make their processes easier.

[ 17:15- 18:00 ] Agents thrive in a community and it’s important that your company creates a space where a community is possible. Your agents will create communities themselves and those could be potentially destructive or negative, so you need to provide a positive community for them.

[ 21:16- 22:47 ] There are many great and positive outcomes that come with having engaged agents. They will stay loyal and your customers will stay loyal as well. You’ll also find that your agents will do better work and go above and beyond.

It’s important to cultivate an area where your agents are supported and engaged. When people love what they do and have a meaning behind it everyone involved will have a positive experience.

To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.

Q: Why is this the job of a Call Center Agent a job no one wants?

A: 2 reasons.

1. Agents call people; and people don’t want to be called.

2. People have to call companies because something in their life isn’t working properly and there is an issue that they are already frustrated with.

Today Jakob Mattice welcomes Jacob Shields to talk about improving the call center agent role .

If the agent is even remotely the kind of human who takes another person’s frustration and anger personally, the agent is going to be on the receiving end of a lot of negativity.

[ 8:01 - 8:49 ] Call Center Agents who are passionate about helping people want to work for a company who supports them in being able to make customers happy.

[ 11:24 - 12:39 ]We’ve said it before and we’ll say it again; Happy cows make happy milk. So if we’re really serious about the emotional wellbeing or our agents this is what we need to do. When an agent has a tough call send them out for a walk and a chat with someone who can hear them out.

[ 17:59 - 20:16 ] Your front line staff is very important. You have to talk to them. If you don’t understand the root of the problem get used to high turnover. How many leaders have called into their own companies? Be the customer and see what it’s like to talk to your support team. Can we use that experience to figure out ways to help the agents?

[ 21:44 - 23:10 ] Try something new, course correct, and try something new again. After about 3 months the agents start speaking up about their ideas to improve the call center.

We are defying physics and allowing influence to trickle up instead of only trickling down. We’re championing servant leadership and challenging all business management to go visit their own call center, learn the job and take some calls.

To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.