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

Vistio’s Co-Founder Gregg Antenen joins us today to discuss the adoption of technology in CX. As you may know Vistio provides software, technology and tools to equip CX agents, namely Customer Relationship Management software or CRMs.

There is a lot of rhetoric in this industry surrounding buzzwords like digital transformation and value proposition, and we need to comb through that chatter to get back into the agent’s chair. Leaders and management should go down to the call center floor and take a call or answer a chat to remind them what it’s like. This will give them the perspective they need to make a qualified decision on what the agent and consumer need to get the job done.

Topics discussed in this episode:

[6:32 - 7:21] Will call centers ever become unnecessary? Yes incredible strides have been made in self service, but we will always need to be there, ready to have a human interaction with the customer in certain instances.

[11:05 - 11:50] CRMs were built for keeping track of interactions between the customer and the company, but here’s how they sometimes end up being more of a burden than a help.

[17:10 - 18:27] Leaders should go down to the call floor, take a call and answer a chat.

[20:17 -20:37] What are some non-variable principles that a CX leader should have in mind when integrating technology? It’s not about having the call go as quickly as possible, it’s about getting it right.

[23:54 - 24:45] Average hold time is a favorite metric for call center management because it impacts customer dissatisfaction greatly.

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/cxqalive.

The shift in labor dynamics that we’ve seen over the last two years has given call center agents the advantage of being able to work from home, take new jobs without having to relocate and elect better opportunities as they come along. Contact centers have been impacted by this new power dynamic.

Let’s give a big welcome to Kory Kostecka from RemX. In the CX industry they focus 100% on the people. They create customized work force solutions and get the right talent in the door.

Topics discussed in this episode:

[5:37 - 6:27] What is behind “silent quitting” and “ghosting” in the interview process? How companies can improve retention with “stay interviews.” Instead of and long before an exit interview, sit down and negotiate the possibility of them staying.

[10:45 - 12:03] Data shows that to new hires, pay, work-from-home compatibility, job security, shift flexibility, career advancement opportunities and culture are the most attractive factors in a new position. Applicants have multiple job offers.

[16:56 - 18;36] Besides compensation, companies are going to have to look at new ways to attract agents.Technology and working conditions rank high on the list of importance.

[18:38 - 19:00] The biggest reason agents look for other jobs: 41% say they feel overworked.

[27:50 - 29:37] For agents, as you look for better opportunities, make sure your resume shows longevity and loyalty. If you’re going to look for another job here’s how to do it right.

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/cxqalive.

Today we welcome Martin Anderson cofounder and CEO of Lemon. Lemon is a BPO is that different approach to its employees and their careers. Today we are talking about improving the lives of our CX agents so that they have supportive training, work-life-balance, and a safe place to vent so that we can extend and elevate their roles in the company promote the longer success of the business.

Topics discussed in this episode:

[12:30 - 14:11] Lemon’s vision is to create opportunity for their people.

[15:51 - 18:09] Historically the CX agent role has been difficult and transient but in the new market, the technology involved the the agents’ role is helping to elevate jobs into careers.

[12:20 - 20:00] How can we focus on agent experience when we need to be focusing on customer experience? this is a business and we need to make a profit. Ultimately the agent looks after the agent who looks after the customer.

[25:16 - 27:37] The better why. Values in action. If you care about your industry, product, service and brand, then make decisions that are years, decades and generations ahead and not for a quick buck right now.

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/cxqalive.

The VP will have an opinion. The C-suite will will want a say. IT’s recommendation will ring heavy in the air. Those in charge of operations, training, marketing and quality assurance will each have their own goals in mind. When it’s time to buy CX technology, though, we believe strongly in keeping the agents in mind. The agents’ use and satisfaction with the technology will affect customer experience every step of the way.

Today we welcome Joe Rice founder of CXponent for an in-depth discussion of the technology buying process. Exponent helps companies build or reset their tech stacks for CX organizations.

Topics discussed in this Episode:

[02:57] In the end organizations are judged on their customer outcomes and their business outcomes.

[08:30] Joe Rice’s three guiding principles: 1 - Be really specific around your desired customer experience.

[09:08] 2 - Embrace your constraints: timeline, cost, what other systems or tools are under contract, etc.?

[09:43] 3 - Be intentional about the decisions and trade-offs down the road.

[20:44] Balancing the competing priorities in CX to achieve overall organizational success.

Thanks for tuning in to this veritable CX Buying Master Class today!

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/cxqalive.

When most people think of trauma, they think of people who fought in wars or who have witnessed crimes. This is not always the case and most often, trauma can be found in any extended period of stress, including being a CX Agent.

We are grateful to be joined by Jeremy Hyde, in today’s episode where we will be discussing how trauma can be caused in the workplace, along with how to positively work through the trauma and the related triggers agents face.

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.

Tune in to learn about:

Understanding how CX agents may develop trauma from negative customer interactions and the stress of working in an organization

Recognizing what it might feel like when a trigger causes a traumatic experience to resurface

Skills that can help you reflect and grow from your past trauma like journaling and therapy

How leaders in the workplace can improve to better relieve trauma responses and when to utilize professional help

Managing the customers that cause significant trauma to agents and ensuring the right conversations are taking place

You’ll say you have competing priorities and you’re right. On one hand we have profitability and the other we have people. We can’t deny the importance of revenue and profitability, but, we’ve said it before and we’ll say it again: we believe in focusing on the agent.

Today we welcome Hui Wu-Curtis from supportU to talk with us about the all-important business buzz-word: company culture.

To really measure company culture you have to look at how agents actually live.

Do we have unreasonable expectations of them?

Do we have expectations that are inconsistent with the culture we claim to have?

It’s more than just putting the word “Diversity” on your website. We need to be willing to set performance, KPIs, and quality scores as secondary. We’re not saying it’s easy.

Tune in to hear more about:

Employees courageously giving feedback to their managers, also known as “managing up.”

Leaders modeling good reception of feedback.

Looking beyond a resume to find agents who will have stellar interactions with customers, relatability skills and a growth mindset.

Making sure we haven’t de-humanized our employees.

Topics discussed in this Episode:

[03:56] Healthy Company Culture Will Provide opportunities for otherwise marginalized people to shine, grow, and progress professionally.

[06:47] A Healthy view of Diversity will help agents to thrive and provide their maximum value to your CX organization.

[14:13] Spoken vs. Lived culture.

[20:59] A Healthy Cultural Ecosystem will help to RE-Humanize employees

Today we here at CXQA Live give a big welcome to Jeremy Watkin from NumberBarn and we’re focusing our conversation on implementing the right technology into the contact center.

Jeremy talks about the main priority, as he sees it, regarding technology in a contact center: It should boost customer self-service. Data shows that customers would rather not call a contact center to resolve their problem, preferring any option that enables them to solve the issue independently. When he’s evaluating contact center technology he’s looking for ways to boost self-service.

The second must-have in the technology we utilize is that it helps agents work more efficiently. We don’t want our agents to feel aggravated; that energy would get passed down to the customer. That aggravation would also lead to higher agent turnover. For these reasons we depend on the technology in our contact centers to improve our efficiency.

And of course, promoting customer self-service and efficiency must be carefully tempered so that we can still work and serve in a way that feels human.

The wrong technology or poorly implemented technology can work against the safe, successful and satisfied agent and can impact the metrics we expect of agents.

We feel so strongly about this advice: Sit down next to the agent and observe them at work. Don’t overwhelm the agents or the managers with too much ROI talk. Empower the agents to look for trends, do diagnostic work on their own and ‘act like an owner.’

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 this episode we bring you Sheri Kendall Regional Training Manager of Wayfair to share her approach to CX Training.

In many ways our call center agents act as our brand ambassadors all day long, talking to our customers and we believe in taking care of these agents. We need to provide them with effective training to set them up for success. They are holding up important positions on our front lines!

Let’s build a solid foundation relationship with them so they represent us well. Let’s offer them a work environment where the departments of our business function cohesively. Let’s integrate their training right into their work seamlessly. Most importantly let's have their back and stand by them so they can thrive.

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.

Topics discussed in this Episode:

[10:14] Training should incorporate what is learned in CX and Known Through Your Organization.

[15:45] Integrating small segments of training into the work Reduces Training Costs and Improves Effectiveness.

[19:26] The Ladder of Psychological Safety in CX Training.

[26:29] Agents who feel safe at work can help us grow and improve!

Recorded For Quality Assurance is a show where we talk to the world's leading CX experts about industry trends, CX technology, and transforming customer support into a streamlined strategic advantage for your business.

On this episode we talk about our agent-centric call center philosophy.

The call center agent is the single most important asset that you have. Training, technology buying, and positive team dynamics should all promote the well-being of the agent. Call centers are facing new labor and economic problems. Agents now often work from home and can change jobs easily in search of the best company culture. Data shows customer experience is suffering and a recession is looming. We need to improve customer experience while being mindful of these financial demands.

The answer is the agent. With the right training, tools and connection with your company the happy and fulfilled agent can keep your customers, produce more and contribute to the long-term success of your business.

[02:01] The Call Center Business Faces Unique Labor Problems in Today's Economy

[02:52] The Agent is the Single most important Asset in Call Center CX

[04:02] Agents with the right training, tools and connection with your company will be a revenue growth and protection center for your business or brand

[05:17] The right agents will be the best diagnostic tool you have to understand what’s going on in your business.

[07:09] The right agents will ensure that your customers are satisfied and connected.

[09:05] The right agents will produce more and better work.

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.

On this episode of Recorded for Quality Assurance, we welcome CX Trend Expert, Stephen Loyn. In this in-depth interview, Stephen gives expert insight into where the industry is headed with the implementation of technology to enhance customer experience, the current role of the contact center agent and how to improve the CX experience starting on the contact center floor and more.