Use The Human Conversational Model to Create Engaging Contact Center Interactions

Human beings are naturally social, and one of the fundamental ways that we build rapport and bond with other people is through conversations. Organizations can tap into our innate affinity for engaging conversations to deepen relationships with their customers by designing interactions that mirror the key elements of compelling everyday conversations.  To help organizations do this, we created The Human Conversational Model, which we’ve previously applied to digital interactions. This post explores how that framework can be applied in contact centers to facilitate more productive and emotionally resonant interactions between agents and customers. This model has seven components, which are Read More …

Exploring Multiple Emotions During Contact Center Interactions

In a previous post, I discussed results from a joint study that we conducted with Mattersight Personality Labs (MPL) to examine customer emotions within contact center interactions. MPL isolated the occurrence of four specific emotions: joy, anger, sadness, and fear in more than 118,000 calls across 11 large brands. In addition to detecting the customer emotion, we also analyzed the lengths of the calls, the percentage of calls transferred to other agents or supervisors, and the Net Promoter® Score (NPS®) provided by customers right after their calls. To normalize the analysis across companies, we divided the data for individual calls by company Read More …

Customer Emotions (Joy, Anger, Sadness, and Fear) Affect Contact Center Interactions

As you may know, Temkin Group labeled 2016 “The Year of Emotion” in its annual listing of customer experience trends. Why? Because emotion drives loyalty. And yet, despite its significant impact on customer loyalty, organizations do not focus on emotion enough. So to help increase organizations’ awareness of this critical area of customer experience, we created the Intensify Emotion Movement. As part of our efforts to bring emotion to forefront of CX discussions, we worked with Mattersight Personality Labs to examine customer emotions within contact center interactions, a notorious hotbed of customer discontent. Analysts at Mattersight did the heavy lifting, applying the company’s Read More …

Report: Unlocking Customer Insights From Contact Centers

We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. Here’s the executive summary: Companies have traditionally viewed their contact centers as cost centers and have consequently focused most of their energy on making agents as efficient as possible. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers. Temkin Group recommends that companies tap into this rich vein of information by shifting their focus away from agent productivity and towards enterprise intelligence. To construct a more holistic picture of their customers’ Read More …

Contact Centers Must Morph into Relationship Hubs

I originally published this content in an article on CMSWire… For years, companies have relied on their contact centers to deal with customer interactions—from technical support to requesting medical coverage—but contact centers are on the verge of a major change. Driven by a shift in technology capabilities and consumer behavior, leading companies are refocusing contact centers from handling individual calls to building customer loyalty. These changes will morph contact centers into Relationship Hubs. How will Relationship Hubs be different? They will: Enable journeys, not just handle interactions. Relationship Hubs will assist customers in achieving their goals. If a USAA member calls Read More …

Contact Centers Enter The Loyalty Mix

Over the previous decade, companies have squeezed costs out of their contact centers through automation, offshore labor, and self-service alternatives. But no matter how hard they try, most companies can’t take human contact out of the service mix. Many companies are realizing that some of their contact center interactions represent more than just costs; they’re moments of truth for customers, points in time that significantly impact customer loyalty. I’ve been doing a lot of work around contact centers lately. It’s clear that companies are beginning to reinvest in these important customer contact points. So I’ll be writing more about contact centers in the near Read More …

Tapping into the Six Traits of Human Beings During a Crisis

Experience Management (XM) is all about human beings. Customers are human. Employees are human. Partners, leaders, suppliers, prospective customers… all human. In the current environment, where many people are facing hard times, it’s more critical than ever for organizations to find ways to demonstrate their humanity and build deeper emotional ties with all the people who interact with them. This, unfortunately, is easier said than done. Human beings are complicated and can be difficult to understand. So to adapt your experiences to address the shifting concerns of the people you care about, consider their needs across all Six Traits of Read More …

Adjusting Your CX Program To Deal With COVID-19

Given the spread of Coronavirus and the downturn in the economy, every organization needs to rethink how it operates. As Experience Management (XM) professionals, you can play an important role in helping your company weather the storm. How? By enhancing the capability to continuously learn how people are thinking and feeling, propagate insights into the hands of people who can take action, and rapidly adapt in this dynamic environment. That’s what XM is all about. To support your organization in navigating these changing times, you will need to adjust your XM efforts. Luckily, this won’t require abandoning the XM competencies you’ve been building. Instead, you’ll need to reprioritize your Read More …

Making AI Customer-Centric

Temkin Group just published a new report, Making AI Customer-Centric. Here’s the executive summary: The use of Artificial Intelligence (AI) – often in the form of chatbots and intelligent virtual assistants – is becoming more widespread in customer experience. However, despite its prevalence, few companies are employing AI in the right scenarios or using it to its fullest potential. In this report, Temkin Group creates a model and shares best practices for AI-Driven Interfaces (AIDI), which we define as digital interactions with customers that are being directly manipulated by machine learning algorithms. Download report for $195 To successfully deploy customer-centric Read More …

The Future of VoC Actionable Insights: Assistance Engines

Earlier this week I gave a speech called “The Future of CX: Humanistic, Prescriptive, and Responsive.” During that session, I discussed a missing link in today’s VoC technology: Assistance Engines. Here’s a picture of the future that I have in mind. Before I describe Assistance Engines, I want to go back to 2010 when I labelled VoC technologies as Customer Insight & Action (CIA) Platforms. The naming was important, because it correctly identified that vendors needed to focus more on “insight & action” than on customer feedback. It turns out that this is still the case. In the future, VoC Read More …

Winners: 2018 CX Vendor Excellence Awards

Congratulations! Temkin Group announces the winners of its 2018 Customer Experience Vendor Excellence Awards: Clicktale, Medallia, Qualtrics, Rant & Rave, Waypoint Group Vendors were evaluated based on their nomination forms that included five sections: 1) company overview, 2) “make the case” for their nomination, 3) three detailed case studies, 4) future direction, and 5) three or more customer references. Below we share the first two sections of the winners’ submissions (which have only been slightly edited, but not validated by Temkin Group). Clicktale Overview: Clicktale is a leading provider of ‘Experience Analytics’ software. Unlike other analytics platforms, Clicktale’s Experience Cloud helps improve customer experiences Read More …

The Future of VoC: Insight & Action, Not Feedback

The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. All of this is happening as companies are trying to figure out how to run successful VoC programs. It appears that we on the verge of the next stage in evolution for VoC. So I decided to step back and look at the overall market. VoC Programs Need To Grow Up Our research shows that nearly three-quarters of large companies rate their voice of the customer (VoC) programs as being successful (only 8% say that they’ve been unsuccessful). That’s great—infusing Read More …

15 Customer Experience Trends for 2018

Every year, Temkin Group publishes a list of customer experience trends for the upcoming year. We identify some of the key things that CX professionals will need to be on the lookout for throughout the upcoming year. Well, it’s that time again. During 2018, The Year of Humanity, we expect to see the following 15 trends: Metrics Reexamination. Although many organizations are using some CX metrics, such as NPS or satisfaction, as a core piece of their customer experience efforts, most have not built effective programs around these measurements. We’re seeing an increasing number of companies rethinking the CX metrics they use Read More …

Winners: 2017 CX Vendor Excellence Awards

Congratulations! Temkin Group announces the winners of its 2017 Customer Experience Vendor Excellence Awards: Clarabridge, Medallia, Qualtrics, Rant & Rave, and Root.   Here are excerpts from the winners’ submissions: Clarabridge’s CX Suite helps companies understand and manage the customer experience. Customer feedback is taken in and analyzed, using Clarabridge’s advanced text analytics and sentiment analysis capabilities. The meaning of the text is analyzed, and the underlying root causes of each trend, complaint, and compliment is identified. Medallia strives to be a single source of truth across all customer touchpoints and to make real-time customer feedback available to employees across the organization. Read More …