Let's look back at all the tastiest morsels of Season 1 of Snackable CX. We'll talk hold times, connected customer experiences, Total Experience, and repeat callers. If there's ever a Snackable to be enjoyed, it's this one. See you soon for Season 2! Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
You know that listening to and understanding your customers is a make or break for your business. So when a Harvard Business Review survey found that 72% of CEOs say they understand their customers, but only 35% of customers agreed, it highlights a HUGE perception gap in the customer experience. One that sets brands up for dangerous dips in sales and retention. Getting VoC right could be the key to a performing contact center. And who doesn't like a good key? This episode is based on the article, "Voice of Customer: What It Is (And Where Many Go Wrong)" Sam also mentions other resources we have about improving your VoC programs. Here are a few: https://getmindful.com/blog/real-life-voice-of-customer-examples/ https://getmindful.com/blog/how-to-measure-customer-satisfaction/ https://getmindful.com/blog/using-customer-satisfaction-score-to-empower-agents/ Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
Your customers face tons of touchpoints when it comes to interacting with your brand. And, as a CX practitioner, of course you'd like that to be a nice, seamless experience from start to end. But the silos you're facing are getting in the way. The lack of collaboration is driving distance between these customer interactions. Which causes each team to buckle down on their goals and try to fix what they have control over. Which might be the very definition of a silo. Catchin' my drift? So we'll talk through some practical steps to both break down silos and create connected experiences. Because you kind of need both to make any progress for your customers. This Snack features Victoria Harrell, Senior Product Marketing Manager at Medallia, dropping some great truth bombs. The episode is based on “The Executive’s Guide to Breaking Silos and Delivering Business Results." And here are the sources for Victoria's data points: https://bloomfire.com/blog/cs-cost-of-poor-customer-service/ https://www.callcentrehelper.com/counting-the-true-cost-agent-attrition-205142.htm Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
Many telephony platforms have caught on to the trend that customers actually don't like listening to hold music—and they started adding built-in callback features as a simple, no-fee remedy that could make all those hold times woes *magically* disappear. And, since we all like getting more bang for our buck, it sounds like a dream…until it isn’t. Enterprise brands with complex call centers soon realize that these out-of-the-box solutions really aren’t as plug-and-play as they seem. They require additional costs and resources if you want to implement them correctly, they only exist in the IVR channel, and they can throw a wrench in call flows and contact center configurations. We hate the idea of callback getting a bad wrap, so we put together a list of what “free” callback actually costs you, and what you should look for in a real-deal customer callback solution. This episode has been adapted from our article, “The Hidden Cost of a Free Callback Solution." We also mention our Connecticut DOL case study in this episode. Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
While most companies talk about customer acquisition in terms of brand awareness and conversion channels—you know, paid ads, sponsorships, TV spots, social media, the works—these tools really only make up half of what a brand needs to convert prospects to paying clients. See, people are looking for confidence when they’re buying something. And sometimes your commercial or ad is enough to inspire that confidence and overcome or answer any questions. But if you’re anything like me, you’ve been on plenty of websites that had you digging through page after page trying to find an answer to the one question you had before purchasing. It’s at this critical point that you can step in to meet your customers’ needs and make the sale. We cover how in just three ways. This episode has been adapted from our article, “3 Enterprise Customer Acquisition Strategies that Leverage CX.” Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
In this recap of Mindful's 2023 Contact Center Trends event, we'll take on a pending recession, generative AI, customer preference, omnichannel nirvana, and even some chatter about meeting regulations. It's a wild one that you'll definitely need as you aim to hit this year's goals. This episode included a replay from Mindful's "2023 Contact Center Trends" event. Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
Ideally, you want to keep average handle time as short as possible…but there’s also a good bit of nuance here that can make it tricky to pin down. Measuring and improving average handle time requires a holistic approach—one that aims to provide the highest quality resolutions in the shortest-time frame possible. And with a little Mindful magic, you can get started on improving your handle times—and your customer satisfaction—in three ways. This episode was adapted from the guide "Average Handle Time: The Ultimate Guide for Contact Centers." Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
Giving customers the option to skip hold times and receive a callback is table stakes for today’s brands. Without it, you’ll frustrate your customers and fall behind your competitors. Two major red flags. But just having a callback solution in your tech stack won’t necessarily solve anything. The real game changer is how you actually use callback and present it to your customers. So I spoke with some of our callback experts to figure out the secret sauce behind the perfect callback recipe. And that’s what I’m serving up in this Snack. This episode was adapted from Chapter 3 of the guide, "The Ultimate Guide to Customer Callback." Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
Some enterprise level CcaaS platforms offer a pre-programmed, out-of-the-box solution that promises to help you save money by just flipping a switch. Meanwhile, providers that focus on virtual queueing know that flipping that switch just isn’t that easy. So which option should you choose? Or, more specifically, what features should you specifically look for when considering the best solution for your contact center? I put together seven key elements that any callback solution worth its salt should have. And by the end, you’ll have a crystal clear picture of exactly what your contact center needs to kick that dreaded hold music for good. This episode was adapted from Chapter 2 of the guide, "The Ultimate Guide to Customer Callback." Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/
When you think about customer service, you probably think about everything that happens after you make a purchase. But in today’s customer-first environment, contact centers are increasingly dealing with callers who have yet to hit the buy button. They might need help thinking through a complex problem, have a question about a product or service, or just need some plain ol’ human reassurance that they’re making the right choice before committing to a purchase. Meeting customers in the voice channel at this stage in their journey presents a HUGE opportunity for businesses to wow them early on and put them on the path to becoming satisfied, repeat customers. This episode was adapted from the article, "The Secret Is Out: Why Customers Call Customer Service Before Purchasing." Additional resources: here's the "Ultimate Guide to Customer Callback" that Sam mentions. Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts/