Snackable CX

por Jared Evers

5 Non-AI Takes on Contact Center Efficiency

You’ve heard a million different snake oil pitches to tune up your contact center. And, you know, AI is super beneficial, but it's not the cure-all we all hoped it'd be. Sometimes we need to get back to the fundamentals. It’s often the tactics we’ve ignored as mundane that can boost efficiency and, in the words of author Jim Collins, go from “good to great.” I’ll take on five fundamentals in this episode: measurement, agent workflows, self-service, employee experience, and feedback. Sound good? Let’s roll. Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts.

Mission Possible: 5 Tools To Keep Your Contact Center From Self-destructing

If your contact center is running on outdated tech, you’ll quickly lose the race to provide customers with seamless experiences–ultimately tanking your customer retention and costing you revenue. And it’s not just me saying that. The stakes are high as studies show that one in five customers will almost immediately abandon a brand after a single poor experience. That should make all of us in the CX space pause and reflect on how well we serve our customers. Your tech stack is a critical piece of the CX puzzle, so today we’re reviewing five pieces of CX tech that will help you keep your edge and expand your influence through personalized, customer-centric pathways. Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts.

Is a Virtual Queue Worth it?

When you factor in things like agent payroll, toll fees, tech costs, and contact center upkeep, it’s clear that every operating minute significantly impacts a contact center’s bottom line. The simple truth is: virtual queueing can reduce these daily operating costs and increase customer satisfaction. But rather than just spout off a bunch of numbers to prove it, I’m going to break down exactly how you can measure this ROI in your contact center and see for yourself. Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts.

Finally Fix Your FCR

No one wants to have to contact customer service twice to get an answer to their question. Don’t serve them right the first time, you’ll have hell to pay when they call back all flustered and frustrated—clogging up your hold queues, berating your “incompetent” agents and demolishing your contact center efficiency. That’s why it pays to get first contact resolution right, well, the FIRST time. Sam's going to give you a holistic, six-step road map for improving FCR from the top down. Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts.

Is It Really Service if They’re Waiting On Hold?

What if there was a way you could reduce call center costs, smooth out peak call volume, increase customer satisfaction, boost your bottom line, and take the burden of an infinite queue off your agents’ shoulders? At risk of sounding like an infomercial, we're using this episode to hit you with the reality that implementing a callback solution in your contact center can do all that. And we know this first hand because we have almost three decades of experience working with brands to transform their contact center and customer experience. Join Sam to take a deep dive into callback—what it is, how it works, and the massive benefits that this simple, customer-centric technology can bring not just to your contact center, but to your entire brand. Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts.

Reducing Repeat Callers, Repeat Callers, Repeat Callers

You might have the friendliest contact center on the planet, but odds are good that when a customer calls twice in a row, it’s not because they’re looking to shoot the breeze or catch up with their favorite agent. Repeat callers are typically frustrated callers. And the reality is, they’re a massive drain on a contact center’s time, resources, and capital. I mean, they might even be inflating your call metrics to a point that you don’t even know how many unique callers you’re actually getting. We'll dig into the specifics of battling this runaway train. Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts.

Everyone and Their Dad Expects a Connected Experience

It’s no mystery that customers have HIGH expectations of the brands they do business with. They want personalized experiences, self-service options, quick response times, stronger customer support, and a slough of other wish-list items that businesses are rapidly trying to keep up with. But when 42% say their TOP expectation is a seamless brand experience across all their devices—at every stage of their journey—brands NEED to listen up and hyper-focus on delivering excellent, connected customer experiences. Whether you’re just getting started or you’re working on tightening up your CX, you’re in the right place, because today we’re gonna show you EXACTLY what you need to do to create winning connected experiences for customers, every time. This episode has been adapted from Mindful's article, “3 Must-Haves of the Connected Customer Experience.” Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts.

Can We Extinguish Call Center Burnout?

We love call center agents. They’re human. They’re brand ambassadors. And as consumers gravitate to more human-centric marketing, they’re the voices that drive revenue for business. We have a lot of love for our agents and reps out there. But do they feel it? Because call center agents are experiencing the highest level of burnout and turnover in years. Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts.

Staying Trendy: 4 CX Trends To Stay Ahead Of

What do customer experience trends and Katy Perry have in common? They’re hot then they’re cold, they’re yes and they’re no, in and out, and up and down. Customer expectations and preferences can–and DO–change rapidly. And if you’re banking on your customer experience being what sets you apart from competitors, you need to stay on top of the trends and meet ever-changing customer needs. Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts.

The (Scary) Science Behind Long Hold Times

It’s a common misconception that hold times are just bad for CX, because it’s actually more of a domino effect. There are major business implications to every single minute that your customers have to wait on hold. We'll explore and offer some solutions along the way. Still hungry? Let us know what you think on Linkedin or by emailing snack@getmindful.com. Hear more at getmindful.com/podcasts.

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