FrontLogix | Beyond Customer Care

Contact center

Agents wearing headsets working n a busy contact center

The Contact Center Paradox: A Need for More Agents Despite Rising AI

We are witnessing quite a paradox in AI-powered customer service.

As Conversational AI makes its meteoric rise, one would think the need for human contact center agents would be on the wane. But it’s not. The future is actually pointing towards a growing demand for more human agents, not less.

Contact centers are becoming more automated with conversational AI, yet there’s still a growing need for more human agents

On the one hand, Gartner predicts that by 2026, about 10% of agent interactions are expected to be automated with AI customer service, up from just 1.6% today.

On the other, Calabrio surveyed 400 contact center managers across the globe, and over two-thirds (that’s 70%!) of them foresee an increase in the number of agents in the coming decade.

In the next 10 years, the rise of AI technology will lead to an increase in the number of agents.

As technology takes over more administrative tasks, agents are shifting towards handling more complex customer inquiries. They’re evolving into brand advocates, but this time with a different type of skillset, higher level of expertise and problem-solving abilities.

Contact Centre Agents Engaged in Productive Work Environment

Strategies for Future-Proofing Contact Center Talent

Enhancing critical thinking skills

Calabrio’s “State of the Contact Centre 2023” report underscores that over 60% of managers cite critical thinking and adaptability as top skills needed for future agents, yet these are currently the most lacking.

The future demands new kinds of agents. They’ll be moving away from just providing basic information and towards becoming skilled problem-solvers and brand ambassadors adept at navigating complex customer interactions.

The importance of proactive training

Managers agree on one thing: the importance of ongoing training, as nearly half of the agents currently lack the necessary skills for future challenges.

But, when it comes to the type of training needed the most, managers seem to be on different pages. Some think focusing on work aptitude skills is key to keeping up with customer needs, while others are leaning more towards emotional intelligence and social skills, and increasing employee satisfaction with training opportunities

Technology integration training must not be overlooked

As companies race to adopt new technologies to meet customer demands, agents are often left in a tough spot, expected to become instant experts in these ever-evolving tools. The reality is, with each new system added, agents face an uphill battle, juggling siloed platforms that can hinder rather than help their efficiency. It’s a growing concern that as technologies pile up, proper training isn’t always keeping pace, leaving agents to fend for themselves in a sea of complex, disconnected systems.

Measuring training effectiveness and outcome

It’s crucial to gauge the impact of training on both agent productivity and the quality of customer service. There’s a clear need to evaluate how effective this training is, particularly as there’s a notable link between well-executed training and lower stress levels among agents. This highlights just how important it is to equip agents for the complex calls and scenarios they’re likely to face in their roles.

Group of People Seated Around a Table in an Office, with One Person Presenting Information on a board

Retaining top-agent talent

Experienced agents contribute to 86% higher service quality ratings and have a 77% greater effect on customer satisfaction, according to a TalentKeepers survey.

It’s understandable that increasing wages is a prominent strategy for attracting and retaining contact center agents. However, other methods are also effective in nurturing top talent. Emulating successful practices from survey data, businesses are focusing on offering recognition or rewards, which account for 36% of retention strategies. Additionally, investing in training and skills development (35%) and providing scheduling flexibility (34%) are key tactics being adopted to maintain a motivated and committed workforce.

Embracing Customer Advocacy Language

When reaching out to a human representative, it’s essential that they comprehend our concerns, advocate on our behalf, and strive to offer the best possible solution. Integrating Customer Advocacy Language into agent training is in line with the growing demand for emotional intelligence in customer interactions. By emphasizing this aspect, contact centers can ensure that their agents go beyond simply providing information; they become genuine champions for their customers.

Read more on Customer Advocacy Language in Customer Care : 9 best practices with examples

Alleviating job security fears

The emergence of Generative AI has raised concerns surrounding job security within Contact Centers. This has prompted some employees to proactively seek new opportunities in anticipation of potential layoffs. Customer service leaders should convey a clear message to their reps: Generative AI is a tool, not a replacement. It’s meant to assist agents, not take their jobs.

To alleviate concerns when implementing AI in the call center, it’s vital for leaders to provide a clear explanation of AI’s role:

  1. Involve Everyone: Don’t limit information-sharing to upper management. Ensure that all team members comprehend the purpose and possibilities of AI.
  2. Clarify Role Adjustments: Describe how AI integration may impact roles and highlight the new opportunities it can create.
  3. Equip the Team for Tomorrow: Discuss plans for enhancing their skills, enabling them to adapt to evolving technology.
Read more on Generative AI and Contact Center Job Security Fears: What Customer Service Leaders Should Tell Their Reps

The integration of AI in customer service is creating a landscape rich with opportunities and challenges. It’s about empowering human agents to become more adept, adaptable, and in tune with evolving customer needs. In this new era, the agent’s role is not diminishing but becoming more vital, nuanced, and impactful.

        6 simple yet powerful strategies to improve customer retention

        Can you remember the last time you re-engaged with your customers and tried to win them back?

        These strategies will do exactly that and more.

        At FrontLogix, our commitment is to deliver unparalleled Customer Support by seamlessly integrating advanced technology with the personal touch of human assistance. Understanding the unique strengths of automation and human interaction, we focus on creating a perfect synergy to foster genuine, lasting connections with our clients. Reach out to us to discover how we can assist you in realizing your objectives.

        A woman speaking on the phone with a smile

        How Workforce Management Drives Customer Experience

        The direct impact of workforce management on customer experience is huge. Continuing from How Workforce Management Drives Agent Experience, this time we will talk about how that translates into positive Customer Experience (CX) and ultimately boosts customer satisfaction and loyalty.

        How proper agent utilization enhances Customer Experience

        In an ideal world, you ring up a contact center, and a friendly representative will pick it up without delay. They’re attentive, understanding, and before you know it, your issue is resolved.

        In reality, multiple factors must align to achieve this scenario:

        • Great Agent Morale: For representatives to sound upbeat and genuinely helpful, it’s crucial that they’re content in their role. Overwork, incessant app-switching, and short-staffed days can throw a wrench in that pleasant demeanor.
        • Propper Staffing: To avoid the dreaded hold music, contact centers must be properly staffed through accurate forecasting.
        • Efficient Routing System: To ensure you’re connected with the most suitable agent for your concern, a well-established routing system should be in place. This directs specific customer issues to agents with the appropriate expertise.

        This is where Workforce Management (WFM) comes into play.

        Workforce Management Expert at the computer.

        A well-implemented WFM strategy aligns the right number of agents with the necessary skills to meet customer demand at the right time.

        Here’s how:

        1. Real-time Monitoring and Adjustments: Through continuous tracking of incoming customer interactions and real-time agent availability, WFM systems can make instant adjustments. For example, if there’s a sudden surge in call volume, the system can redistribute agents from non-critical tasks or even notify additional staff to log in.

        2. Predictive Analysis: With historical data on call volumes, chat requests, and email interactions, WFM tools can predict future contact volumes. This predictive analysis allows centers to prepare in advance, ensuring agents are always ready to handle peak times efficiently.

        3. Skill-Based Assignments: WFM systems not only ensure agent availability but also assign interactions based on each agent’s expertise. Whether a customer has a technical problem, billing query, or another specific issue, they’re directed to someone with the relevant knowledge and experience.

        4. Emphasis on Agent Well-being: A comprehensive WFM solution goes beyond just meeting customer needs. It focuses on agent well-being by preventing burnout and ensuring breaks. Happier agents equate to better customer interactions.

        5. Flexibility and Scalability: With the right WFM tools, contact centers can quickly adapt to changes. Whether it’s seasonal demand or unexpected events, a flexible WFM system allows for easy scaling up or down as required.

        6. Continuous Training and Development: A robust WFM strategy will also incorporate regular agent training sessions. This not only ensures agents are up-to-date with product knowledge and company policies but also equips them with enhanced customer interaction skills.

        7. Feedback Loop: An efficient WFM system establishes a feedback loop where agents can provide insights into their experiences and challenges. This feedback can be used to refine processes, making them more attuned to both agent and customer needs.

        Workforce Management Expert analyzing graphical data on a big monitor.

        The importance of WFM specialists in setting up the Workforce Management Solution

        Workforce management systems are essential—but complex. To fully benefit from a WFM solution, it must be correctly set up, configured, and regularly maintained. Here are eight ways Workforce Management Specialists maximize the benefits of WFM solutions.

        1. Expertise in Implementation: Deploying a WFM system is not merely about installing software. It requires careful configuration tailored to a contact center’s unique needs. WFM specialists possess the knowledge and experience to ensure that the system is set up to offer maximum efficiency right from the start.

        2. In-depth Analysis: While many WFM systems offer predictive capabilities, WFM specialists can delve deeper into the data. They can identify patterns, forecast potential challenges, and make recommendations that algorithms might miss.

        3. Continuous Optimization: The business landscape, technology, and customer preferences are ever-evolving. WFM specialists ensure that the system isn’t just set-and-forget but is continuously optimized to align with changing dynamics.

        4. Training and Skill Transfer: Having a WFM system is one thing, but ensuring that agents and managers can use it effectively is another. WFM specialists often take the lead in training sessions, ensuring that everyone understands the tools at their disposal.

        5. Troubleshooting and Support: Even the best systems can encounter hiccups. WFM specialists are instrumental in swiftly identifying issues, troubleshooting them, and ensuring minimal disruption to operations.

        6. Collaboration and Integration: Modern contact centers use a myriad of tools and platforms. WFM specialists ensure that the workforce management system seamlessly integrates with other systems like CRM, ticketing platforms, and communication tools.

        7. Keeping Up with Trends: The world of workforce management is dynamic, with new methodologies and technologies emerging regularly. WFM specialists stay updated with the latest trends, ensuring that the businesses they work with are always a step ahead.

        8. Custom Solutions: Every contact center has unique needs. Off-the-shelf solutions might not always suffice. WFM specialists can create custom solutions tailored to specific challenges, ensuring optimal results.

        In essence, WFM tools are the engine that drives optimal customer experience in contact centers, and WFM specialists are the skilled drivers ensuring the journey is smooth, efficient, and aligned with the destination.

        Investing in WFM expertise is not just a smart move but an essential one for businesses serious about delivering unmatched customer experience.

        6 simple yet powerful strategies to improve customer retention

        Can you remember the last time you re-engaged with your customers and tried to win them back?

        These strategies will do exactly that and more.

        FrontLogix partners gain direct access to our decades of expertise in labor forecasting, scheduling, and best practices. With us, you’ve ensured the right agents at the right time, optimizing CX while controlling costs.

        Interested in expert WFM services? Contact us now!

        Contact center agents engaged in customer service tasks at their workstations

        Generative AI and Contact Center Job Security Fears: What Customer Service Leaders Should Tell Their Reps

        Generative AI has increased fears about Contact Center job security, making employees leave before they might be laid off. Here, we explore what Customer Service Leaders should tell their reps.

        Customer support — a vital cog in the organizational wheel — has long been grappling with high attrition rates.

        Historically, contact centers with up to 1,000 agents have seen an annual turnover of 34%, and this rate jumps to 50% for centers with 5,000 agents. 

        The pandemic added another layer of complexity, pushing contact center attrition rates between 65% to 80%.

        This departure trend often stemmed from the daily grind, including repetitive tasks, strict performance targets, and the inherent stress of handling disgruntled customers.

        To add to the pile, generative AI has now entered the scene — increasing fears about job security, making employees leave before they might be laid off.

        A Gartner research reveals that 84%  of customer service representatives who fear replacement by technology are actively seeking new employment.

        Given this landscape and the high cost of agent attrition, it’s paramount for Customer Support Managers to nurture and retain their teams.


        The multi-faceted cost of agent attrition

        • Direct Costs: These include recruiting costs such as job postings, interviews, background checks, and training.
        • Indirect Costs: New recruits require around 45 days of hands-on experience to become skilled in customer handling. Compared to their newer colleagues, agents with 3+ years of experience can be up to six times more valuable. When new agents are still learning their roles, their colleagues have to take on additional responsibilities, which can lead to burnout and higher attrition rates.
        • Customer Experience: Customers desire prompt and effective solutions. With a revolving door of agents, maintaining service quality becomes a herculean task. Experienced agents have been linked to 86% higher service quality and significantly improved customer satisfaction.

        What customer service leaders need to say to their reps: Generative AI – a tool, not a replacement

        Gartner underlines that, contrary to some beliefs, AI isn’t the harbinger of a call center agent job apocalypse.

        While they do predict a 20-30% reduction in customer service agents by 2026 due to AI, yet, Gartner doesn’t foresee the complete elimination of human roles. AI in customer support will likely serve as an assistant rather than a substitute.


        There are genuine concerns with generative AI, such as data breaches, inaccuracies, and biases if utilized for human-like agency.

        Instead, AI’s strength lies in its ability to assist representatives in providing better customer service. Specifically, generative AI can give the reps context regarding the customer, product, and interaction, as well as guidance on how to effectively solve the customer’s issue.
        AI can also generate tailored next-best actions based on the customer’s circumstances and automate regular activities, such as call note summarization.

        Their research has shown that reps whose technology provides them with context and guidance tend to perform better than those who do not have these capabilities.

        Transparent communication is key

        To reduce worries, when you introduce AI into the call center, it’s crucial for the leaders to clearly explain how AI will be used:

        • Engage all Stakeholders: Keeping only upper management informed is a bad idea. All team members should understand the AI’s purpose and potential.
        • Explain the Changes: Explain how roles might change with AI’s integration and the fresh opportunities this may bring.
        • Prepare the Team for the Future: Talk about how you’ll improve their skills so they can keep up as technology changes.

        6 simple yet powerful strategies to improve customer retention

        Can you remember the last time you re-engaged with your customers and tried to win them back?

        These strategies will do exactly that and more.

        At FrontLogix, we strive to provide our customers with the best possible Customer Support by combining cutting-edge technology with human assistance. We recognize the value of both automation and human interaction, and believe that striking a balance between the two is essential to building strong, authentic relationships with our clients. Contact us today to learn more about how we can help you achieve your goals.

        Woman with shopping bags

        Enhancing Customer Experience in the Age of E-commerce: Strategies for Retail Customer Success Leaders

        With the e-commerce trend being on an upward trajectory, this industry’s revenue is predicted to soar from $940.09 billion in 2022 to $1.449.52 trillion in 2027 in the U.S. only.

        As e-commerce becomes the preferred shopping destination for consumers, it begs the question: what impact does CX have on e-commerce businesses, and what strategies can be employed to improve it?

        Talking numbers: The impact of CX on e-commerce businesses

        Paper with statistics
        • Brands that prioritize customer experience (CX) report profits that are 60% higher than those that don’t. (CX Index)
        • 49% of customers who were once loyal to a brand have stopped using it in the past year because of a negative customer experience. (Emplifi)
        • Customers who have had a positive experience spend 140% more than those who had a negative one. (Harvard Business Review)

          Now that we’ve covered the reasons why CX is important for e-commerce business, here are some strategies that retail customer success leaders can use to enhance the customer experience in the age of e-commerce:


          According to a study by Forrester, 77% of consumers have preferred, suggested, or paid extra for a brand that offers a customized service or experience.

          However, many companies frequently use the term “personalization” without clearly understanding its true meaning and how to implement it effectively.

          In reality, personalized interactions occur at various stages of the customer journey, including before, during, and after a purchase.

          As customers progress through the customer lifecycle, the depth of personalization should also evolve. Initially, businesses may start with basic segmentation, grouping customers based on certain characteristics or behaviors.

          But as the relationship deepens, individualization should increase, offering more tailored and unique experiences based on each customer’s preferences, past interactions, and purchase history

          Provide excellent customer service

          No matter how good the product or service is, if the customer service is poor, it will leave a negative impression. 

          To ensure excellent customer service, invest in two things: technology and people.

          A woman talking on the phone

            Investing in technology: WFM solutions and AI

            Why invest in a WFM solution:Why invest in AI:
            Efficient staffing
            Improved scheduling
            Real-rime monitoring and adjustments
            Employee empowerment
            Improved customer service
            Cost management
            Increased compliance
            Forecasting accuracy
            Performance tracking
            Reduced attrition
            Improved customer satisfaction
            Increased agent productivity
            Better decision-Making
            Improved workforce planning
            AI-powered chatbots can reduce customer service costs by up to 30%. (Gartner)

            AI-powered fraud detection tools can reduce fraud losses by up to 90%. (IBM)

            AI-powered inventory optimization tools can reduce inventory costs by up to 20%. ( McKinsey)

            AI-powered contact centers can improve customer satisfaction by up to 20% (Forrester)

            Investing in people: WFM experts and agent training

            Why invest in WFM experts:Why invest in agent training:
            Technical Expertise
            Best Practices Implementation
            Proper set-up for data Accuracy
            Speed and efficiency save time and money
            Setup to match the organization’s specific needs
            Provide in-depth training for staff
            Continuous support
            Proper system Integration
            ROI Maximization
            Improved Customer Satisfaction
            Increased Productivity
            Reduced Error Rates
            Enhanced Communication Skills
            Better Problem-Solving Capabilities
            Increased Employee Engagement
            Lower Turnover Rates
            Standardization of Service
            Brand Representation
            Increased Sales
            Adaptation to New Technologies or Procedures
            Risk Management

            Remember that for building true customer loyalty and relationships, human communication is a must.

            • 82% of customers say that they prefer to interact with a human customer service representative when they have a problem. (Source: Salesforce)

            Make it easy to shop

            How to make it easy to shop:

            It might sound as if it goes without saying, yet too many businesses do not provide basic capabilities like easy website navigation, relevant search results, or clear product information. Almost 80% of online customers abandon their purchases because of these reasons, jumping to competitors who better meet their needs.

            A hand holding a credit card
            • Have clear and easy-to-use website navigation.
            • Consider implementing intelligent search that uses artificial intelligence to understand the user’s intent and provide more relevant results.
            • Use high-quality photos and videos of your products. This will help customers get a better idea of what they are buying.
            • Provide clear and accurate product information. Customers should know exactly what they are buying before they make a purchase.
            • Use augmented reality to help customers visualize products – such as sunglasses try-on tools or what Ikea did with their app that allows people to place furniture in their homes virtually.
            • Offer a variety of product filters and search options
            • Allow customers to save products to their wishlists. 
            • Offer a “live chat” feature so customers can get help from a representative if they have any questions.
            • Offer a variety of payment options. Customers should be able to pay for their purchases in a way that is convenient for them.
            • Have a secure checkout process. Customers should feel confident that their personal and financial information is safe.
            • Offer free shipping or shipping discounts. This can make it more affordable for customers to shop online.
            • Have a clear and concise return policy. Customers should know what their options are if they are not satisfied with their purchase.
            • Make sure your website is mobile-friendly.

            Listen to customer feedback

            Gather valuable insights through surveys, emails, and social media to shape your e-commerce business.

            For instance, use interactive feedback forms at checkout, inviting customers to rate their experience and share suggestions. Act on the feedback promptly to demonstrate dedication to customer satisfaction.

            Example: If customers complain about long delivery times for electronic gadgets, analyze the data, collaborate with logistics partners, and offer real-time order tracking. Transparently communicate delays and provide solutions like expedited shipping or discount vouchers.

            Create a customer service feedback loop to measure satisfaction after interactions. Invest in representative training for handling various queries empathetically.

            Use sentiment analysis tools to prioritize and address negative feedback swiftly, preventing minor concerns from escalating.

            6 simple yet powerful strategies to improve customer retention

            Can you remember the last time you re-engaged with your customers and tried to win them back?

            These strategies will do exactly that and more.

             FrontLogix is a customer experience (CX) BPO built around WFM principles, for data-driven solutions truly optimized to your needs. Get a quote or contact us today to discuss how we can help you.

            Customer support agent at work

            Scaling Customer Service in SaaS: Strategies for Customer Service Excellence

            As Software-as-a-Service (SaaS) solutions become increasingly popular, so does the competition among its providers. And as it is much cheaper to retain existing customers than to acquire new ones, ensuring scalable and efficient customer service becomes crucial for business success.

            However, meeting the growing demand while maintaining high customer satisfaction levels can be challenging. As your user base grows and your SaaS solution matures, you’ll likely receive more requests for new features, or witness changes in customer behavior.
            While new functionalities aim to improve the user experience, they can also lead to confusion or uncertainty among your users. Consequently, they may have more questions or seek clarification to fully understand the updated features and their implications.

            Addressing these challenges requires a proactive approach to customer service. Your team should be prepared to handle the increased volume of feature requests, ensuring that these suggestions are carefully evaluated and considered for future development.

            This article will discuss strategies to effectively manage scalability challenges in SaaS solutions when it comes to customer service excellence.

            Strategies for scaling Customer Service in SaaS

            1. Introduce a Customer Success Manager

            SaaS brands must balance providing functional software and exceptional service to satisfy their customers. According to Vendr, the average medium-sized company spends $2.81 million annually or $9.762 per employee on SaaS. Despite this sizeable investment, many companies need help implementing and measuring their acquired tools’ ROI effectively.

            When users do not fully adopt a product or experience UX issues, they become frustrated and will likely cancel their subscription. This, in turn, leads to customer churn and lost revenue for SaaS companies, which must invest money in customer acquisition to replace that lost revenue.

            Introducing a Customer Success Manager whose main focus is to build strong relationships with customers, ensure their success, and drive customer retention, is an effective way for companies to reduce churn, increase customer satisfaction and retention, and ultimately boost revenue.

            2. Understand and anticipate demand

            To successfully manage scalability challenges, it is vital to understand and anticipate customer demand. By analyzing historical usage patterns and conducting market research, businesses can estimate future growth and plan accordingly. This includes forecasting peak usage periods, identifying potential bottlenecks, and ensuring adequate resources to handle increased demand.

            A workforce management (WFM) tool combined with WFM experts that can be set up correctly and interpret essential metrics can be incredibly helpful in understanding and anticipating customer demand. 

            These tools can provide real-time data on staffing levels, call volume, and other critical metrics, allowing businesses to adjust their resources accordingly. With the help of experts who can interpret and analyze this data, your business can make informed decisions about staffing levels, scheduling, and other essential factors that impact scalability.

            A contact center agent with a headset

            3. Automate Processes and Support

            Implementing automation in customer service processes can significantly improve scalability. Businesses can handle more customer queries with the same efficiency level by automating routine tasks, such as ticket routing, response acknowledgments, and frequently asked questions. This saves time, reduces manual errors, and allows customer service teams to focus on more complex issues.

            4. Invest in a robust Knowledge Base and Self-Service options

            Offering self-service options can empower customers and reduce the burden on your customer support teams. By providing a comprehensive knowledge base, interactive tutorials, and easily accessible support resources, customers can find answers to their questions quickly and easily.

            5. Leverage AI and Machine Learning

            6. Don’t forget the importance of Human Customer Service

            7. Provide excellent training for your Customer Support Team

            Your customer support team is the face of your company, so it’s crucial to provide them with excellent training. Overall, training enhances customer satisfaction, improves interactions, and maintains a positive brand image through:

            • providing product and service knowledge
            • equipping representatives with conflict resolution skills
            • ensuring representatives understand the brand and company
            • improving efficiency and productivity
            • helping representatives adapt to changing needs
            • fostering continuous improvement

            8. Regularly monitor KPIs

            For optimum scalability, it’s important to consistently keep an eye on real-time analytics and performance metrics, like system efficiency and support ticket resolution metrics.

            It’s also essential to track important customer success metrics, including:

            1. Customer Retention Rate: Percentage of retained customers over a period. 
            2. Customer Churn Rate: Percentage of lost customers in a timeframe. 
            3. Customer Satisfaction Score (CSAT): Quick Customer Satisfaction survey using a rating scale. 
            4. Product Adoption: Usage frequency and milestone achievements.
            5. Customer Lifetime Value (CLV): Estimated total revenue from a customer’s lifecycle.
            6. Net Revenue Retention (NRR): Percentage of revenue retained considering cancellations, upgrades, and downgrades.

            6 simple yet powerful strategies to improve customer retention

            Can you remember the last time you re-engaged with your customers and tried to win them back?

            These strategies will do exactly that and more.


            Managing scalability challenges in SaaS solutions is crucial for achieving customer service excellence. Introducing a Customer Success Manager, understanding and anticipating customer demand, automating processes and support, investing in a robust knowledge base and self-service options, leveraging AI and machine learning, valuing human customer service, providing excellent training for the customer support team, and regularly monitoring key performance indicators (KPIs) are all essential steps in achieving scalability and delivering exceptional customer service in the SaaS industry. By prioritizing these strategies, businesses can position themselves for success in the highly competitive SaaS market while retaining and satisfying their valuable customer base.

            FrontLogix is a next-gen Customer Experience (CX) BPO that skillfully merges technology with human assistance. Our use of automated experiences reflects our commitment to staying ahead of the curve while never losing sight of the importance of human interaction. We believe that this balance is key to fostering authenticity and brand loyalty among our customers. Contact us today to discuss how we can help you ace your Customer Support.

            Customer Support Agents at work

            The growing significance of excellent Customer Experienc in the Automotive Aftermarket

            These days, Customer Experience (CX) is a hot topic in many industries.

            With digital technology giving customers more access to information and more control over their purchasing decisions, it’s no surprise that online commerce experiences are becoming more common.

            While we often think of online shopping in terms of retail, it’s worth exploring why CX and customer service are becoming increasingly important in the Automotive aftermarket. There are two primary reasons for this.

            Reason No 1: The average age of vehicles is increasing

            Chart with average age by vehicle type in years

            Reason No 2: A new generation of customers is emerging – millennials

             By 2025, almost 45% of car buyers will be millennials. 

            • hassle-free online shopping experiences
            • vast selection of products
            • easy navigation and search functions
            • multiple payment options
            • free, fast shipping
            • personalization through customized recommendations and tailored promotions
            • omnichannel customer support around the clock

            The unique customer service challenges in the automotive aftermarket e-commerce

            The automotive aftermarket involves many players and processes, such as OEMs, parts distributors, workshops, fleet operators, and end customers. Each of these players has different needs and expectations, and transactions are often complicated by factors such as vehicle compatibility, warranty, quality, and availability.

            To provide a seamless and satisfying CX, the automotive aftermarket e-commerce sector needs to simplify processes, automate manual and repetitive tasks, and safeguard the supply chain for enhanced customer service and revenues, especially in times of disruption or uncertainty.

            Key strategies to enhance the customer experience in the automotive aftermarket e-commerce

            So, what are some key strategies to enhance CX in the Automotive aftermarket industry?

            • Partner with a CX Expert
              Seek a customer experience partner who possesses in-depth knowledge not only of CX strategies but also of the specific dynamics of the automotive and transportation industry. This expertise should encompass areas such as identifying parts, part sourcing, order processing, fraud detection, and more. A specialized partner can provide tailored solutions and help optimize your business processes. 
            • Embrace CX Trends
              Find a BPO who stays updated with the latest developments in the CX sphere. Look for a partner capable of developing comprehensive strategies rather than just offering solutions. Leveraging customer data effectively, these strategies can enhance CX while simultaneously reducing costs.
            • Strategic Expansion of Existing Support Teams
              Consider augmenting your existing support teams by integrating professionals who act as powerful extensions of your current workforce. These individuals should be trained to match the standards of your existing representatives and demonstrate expert knowledge of your systems and workflows. By integrating seamlessly, they can contribute to improving operations without necessitating major changes to your business structure.

            In conclusion

            As the automotive aftermarket e-commerce industry continues to grow and adapt, effective CX strategies become imperative in fostering loyalty and delivering a superior customer experience.

            By partnering with CX experts, staying attuned to industry trends, and expanding existing support teams strategically, businesses can optimize their customer support processes and ensure long-term success.

            With the rapid rise of e-commerce, which allows for the modification of business models and the adoption of new ways of communicating with customers, automotive suppliers and distributors are under pressure to transition quickly.

            6 simple yet powerful strategies to improve customer retention

            Can you remember the last time you re-engaged with your customers and tried to win them back?

            These strategies will do exactly that and more.

            Customer support agents talking

            Customer Advocacy Language in Customer Care

            Somebody will contact you … (In an hour, in a day, or in a month?) 

            You’ve called the wrong department. Dial again and choose the correct extension…

            Customers are willing to sit through yet another ‘Opus No. 1’ orOnly Time‘ musical track only when facing tricky and urgent matters. That’s why, for simpler questions, we’ve got self-service and chatbots to help, without the hassle of waiting on hold. We expect a robotic response from a robot, but when contacting a human representative, we need them to understand us, plead on our behalf, and provide a solution to the best of their ability.

            This is what Customer Advocacy is all about.

            To communicate that care over the phone or live chat, the language used makes all the difference. This is where the concept of Customer Advocacy Language comes into play.

            In this blog post, we will review what Customer Advocacy Language is, explain why it is important, and provide a list of nine best practices and useful specific phrases to use in your customer service.

            What is Customer Advocacy Language?

            Customer Advocacy Language is a set of communication strategies, soft skills, choice of language, tone and phrases that your customer-facing teams should incorporate to demonstrate a commitment to customer satisfaction.

            Advocacy is defined as any act that endorses, supports, defends, speaks in favor of, or pleads on behalf of others. The focus of Customer Advocacy Language is on building a positive relationship with the customer and creating a sense of trust and reliability.

            Why is Customer Advocacy Language important?

            Over the phone, the lack of body language and visual cues makes tone and language vital for effective and clear communication.

            Your customer service representatives are (literally) the voice of your company. Every word said is one that your customers will associate with your brand.

            It’s essential to convey empathy and support the customers’ needs in every conversation. Words have the power to shape thought. Even a single misused word that doesn’t align with the customer’s mindset can give the impression of insensitivity.

            Customer Advocacy Language in Customer Care: 9 best practices with examples

            1. Use the power of personalization

            “A person's name is to him or her the sweetest and most important sound in any language.” 
            – Dale Carnegie.

            Personalization through name mention

            Addressing the customer by name establishes a bond in which you identify them as a named human being and more than just another ticket. When interacting with a new customer, politely ask for their name and use it throughout the conversation. For returning customers, consult your Customer Relationship Management (CRM) system to find their contact details. This will leave your customer feeling like their needs have been cared for by someone who truly understands them. 

            However, make sure the name-mentioning doesn’t sound forced, scripted, or overdone. A good rule of thumb is to mention their name at the beginning and end of the conversation.  

            The trick here is to strike the right balance between professional and personable. Avoid using overly friendly or informal language, as it can undermine your credibility and authority.

            Personalization with a CRM tool

            Use a CRM tool to take personalization to the next level. This software lets you organize relevant customer contact details, previous interaction with the service, frequent concerns, purchasing history and more ‒ displayed in a timeline layout. That way you can anticipate their query and needs based on previous interactions.

            Personalized incentives

            Instead of offering one-size-fits-all incentives, use the information you already have on your customer to reward them with personalized perks. VIP programs, loyalty points, personalized discounts, freebies, surprise gifts, exclusive events, and early access, are all examples of different incentive types.

            Did you know: 71% of customers want companies to provide personalized experiences, and 76% are left frustrated when this does not happen. (McKinsey)

            2. Use positive language

            Working in support involves dealing with customers who are experiencing problems with your product or service, and you might experience some emotionally-charged scenarios. Your job is to provide effective solutions to customers’ problems while maintaining a positive and professional attitude.

            This means using words and phrases that communicate positive connotations.

              Positive language examples:

            Avoid negative action words such as ‘won’t’ and ‘can’t’ that sound dismissive. Instead, focus on what you can do.

            Instead of “That item is not available” try replacing it with “That item is currently out of stock, but I’ll be able to pre-order it for you. Would you like me to go ahead with that?”

            Or instead of, “This is the hard part,” say, “This is the interesting part.”

            Try replacing ‘You’ statements with ‘I’ statements and probing questions instead. That way, you show initiative, care, and responsibility while working together on finding a solution.

            Instead of “You should call another department,” you can say, “I can transfer you to the right department.”

            Or “You haven’t fully charged the battery” can be replaced with a probing question: “Have you tried fully charging the battery?”

            3. Avoid passive voice

            There is no faster way to lose customers’ trust in your business than to use the passive voice to distance yourself from accountability. This is particularly true when responding to customer complaints, as it may appear that you are not acknowledging responsibility.

            True, customer service agents may feel tempted to use the passive voice in hopes of avoiding becoming the target of a customer’s wrath. But, wrong word choice can only aggravate an already irritated customer.

            Instead of “There is a payment issue…” use “I have found the source of the issue, the payment…”

            Keep in mind that using the active voice communicates a more personal and casual tone. Passive voice appears deceptive, lacks clarity and directness, and can lead to misunderstandings by failing to clarify who did what.

            4. Remove the “Us versus Them” dynamics

            “Sorry, that is our policy” is possibly the most annoying customer service phrase.

            Customers are already under the idea that they are interacting with a faceless business representative who is biased in favor of the company. By using inclusive language when dealing with customers, you eliminate the Us vs. Them dynamic.

            Instead of saying, “Sorry, that is our policy,” consider going the extra mile. Instead, say “We are able to do [ABC] or [XYZ], does either of that sound good to you?”

            This way, you are downplaying the negative and offering an option to choose from, which helps your customer feel in control of their choices.

            5. Avoid politely masked passive-aggressive phrases

            It’s best to steer clear of phrases that appear polite but are actually passive-aggressive. 

            Instead of saying, “As you are no doubt aware, our return policy is…,” simply state the policy. The same goes for “just so you know…” and “for future reference…”

            Replace “Correct me if I’m wrong…” and “Let me know if I misunderstood…” with “What I’m seeing here is [XYZ], correct?”

            Practice being clear about what you want to say, without hiding behind overly polite or passive language.

            6. Maintain a consistent tone throughout 

            It is easy to unintentionally adopt a dismissive and closed-off tone when the customer is asking seemingly basic questions after a long conversation. However, it’s important to remember that even though representatives may deal with similar issues every day, each customer’s problem is unique and unfamiliar to them.

            Try to keep a consistently warm and friendly tone throughout the entire conversation. For example, instead of asking, “Would that be all?” ‒ which may come across as cold or dismissive ‒ try asking, “Is there anything else I can do for you?”

            This demonstrates your willingness to be of service and makes the other person feel valued and respected ‒ no matter how trivial their issue is.

            Tip: If your service reps are receiving multiple support requests for the same issue, consider developing a business-specific knowledge base that includes frequently asked questions and their solutions.

            7. Don’t waffle

            Customers only want their problem resolved so they can get back to their day ‒ and you have other tickets in the queue. Use brief, clear statements without getting bogged down in too many details. Focus on addressing their issue while providing additional information only if needed.

            However, when trying to keep things short and sweet, make sure you don’t accidentally come across as abrupt. Take the time to ensure you fully understand the issue and that the customer is satisfied with the solution. Even after you’ve resolved the problem, don’t forget to ask if they need help with anything else.

            8. Don’t get too technical

            “Recalibrate the sensors and do a hard reset…”

            It’s important to remember that customers may not be as familiar with the product or technical details as the support representatives. That’s why they’re reaching out for help in the first place! To make things easier for them, try to use simple language that everyone can understand and avoid technical jargon.

            9. Show empathy

            The name says it all ‒ customer care representatives should represent care and plead on behalf of the customers. They should be the friendly faces you reach out to when you need help or have any concerns.

            As a customer rep, it’s important to show empathy by acknowledging customers’ feelings. It’s as simple as saying “I understand how frustrating that must be for you” or “I would feel the same way in your situation.” This lets them know you’re listening and that their experience matters to you.

            Advocate for your customers and they will become your brand advocates. 

            Some quick Customer Service stats: 

            89% of customers are more apt to make another purchase after a positive customer service experience (Salesforce).

            78% of customers would continue doing business with a company following a negative experience – if the customer care was good (Salesforce).

            93% of customers are more likely to make repeat purchases from businesses that provide outstanding customer service. (HubSpot).

            83% of customers are more loyal to brands that react to and resolve their complaints (Khoros).

            6 simple yet powerful strategies to improve customer retention

            Can you remember the last time you re-engaged with your customers and tried to win them back?

            These strategies will do exactly that and more.

            At FrontLogix, we know that customers’ interactions with our agents play a critical role in shaping their overall opinion of your business.

            Therefore, we have implemented a rigorous 6-stage recruitment process to vet our customer rep candidates thoroughly. We evaluate their verbal and written communication skills and look for individuals with a “service-oriented” attitude.

            WFM in call and contact centers

            Customer Success Management (CSM): What you need to know

            In this blog post, we’ll explore what is CSM, what are the 5 fundamental principles of CSM, the role of a Customer Success Manager, and how to measure the success of the CSM program.

            First introduced by tech companies, Customer Success Management (CSM) finds its way (and rightly so) into every customer-centered business. Businesses of all sizes have embraced CSM in an attempt to increase retention, revenue, and Customer Lifetime Value.

            Let’s start from the top.

            What is CSM, exactly?

            Customer Success Management (CSM) is the practice of managing customer relationships to maximize customer satisfaction and the value they get from a product or service.

            The goal of CSM is to take proactive actions to reduce problems customers may experience with a brand – which helps increase customer loyalty and improve a company’s bottom line. It involves a variety of activities and processes, including onboarding, training, guidance, customer support, and customer feedback.

            The 5 fundamental principles of CSM

            Below are the five pillars of customer success management that you should know:

            1. Focus on the customer: Creating a customer-focused culture and ensuring that you tailor each interaction with customers to meet their individual needs.
            2. Proactive engagement: CSM involves proactively reaching out to customers to understand their needs and help them achieve their goals.
            3. Collaboration: Customer success management involves collaboration between the customer, Customer Success Managers, and other teams within the company, such as product development and sales.
            4. Monitoring and measuring success: Measuring success through regularly monitoring key metrics will help identify areas where customers may be struggling.
            5. Continuous improvement: CSM should be seen as an ongoing process rather than a one-time project. This includes continuously measuring performance indicators such as retention rates and satisfaction scores.
            A woman presenting and writing on a whiteboard with four attentive female colleagues listening in an office environment.

            How does a Customer Success Manager (CSM) role fit in?

            The role of a Customer Success Manager is to ensure the implementation of  CSM practices. They act as the customers’ voice, cultivating strong customer relationships, and demonstrating that they have their best interests at heart.

            Aside from good soft skills, Customer Success Managers must have a strong understanding of the product or service they are selling in order to provide knowledgeable support when needed.

              Think of CS Managers as a combination of white-glove support and sales experts. 

              Customer Success Manager roles and responsibilities:

              • Onboarding of new customers, which includes educating the customer about the product’s features and functionality, defining specific goals, and providing customers with everything they need to be successful and complete those goals.
              • Providing support and guidance to customers to help them get the most value out of the company’s products or services.
              • Responding to customer inquiries and concerns in a timely and professional manner.
              • Identifying and addressing potential issues that may impact customer satisfaction.
              • Upselling and cross-selling the product.
              • Collaborating with other teams within the company to resolve customer issues and identify opportunities for improvement.
              • Analyzing customer data to identify trends and opportunities for improvement.
              • Developing and implementing customer success plans and programs.
              • Acting as the Voice of the Customer and fostering solid relationships with customers.
              • Collecting feedback and reporting on the effectiveness of customer success initiatives.
              • Building and maintaining solid relationships with customers to encourage loyalty and retention.

              Customer Success Manager traits:

              • Can sympathize with customers and prioritize their needs while establishing long-term ties that go beyond simple rapport.
              • Is adaptable to changing customer needs and expectations, and able to identify and implement solutions quickly.
              • Possesses customer-facing experience, especially in support or sales.
              • Has a thorough understanding of the product, its value, and the results it produces.
              • A proactive and strategic thinker that anticipates future trends.
              • Great leadership, analytical acumen, and problem-solving skills.
              • Strong communication, organizational analysis, and solution focus.
              • Ability to handle stress.

              Measuring the success of your CSM Program

              One way to measure the effectiveness of the CSM program is to track key metrics such as:

              • Customer Effort Score (CES) measures how much effort is put in by customers to interact with the business.
              • Customer Lifetime Value (CLV) calculates a customer’s total worth to your organization over the course of their relationship with you.
              • Engagement Rate measures the level of interaction and engagement of a group of people with a particular product, service, or organization.
              • Retention Rate measures how many customers continue to use a product, service, or organization over a certain period of time.
              • Net Renewal Rate measures how many customers renew their use of a product, service, or organization over a certain period of time.
              • Customer Health Score reflects the overall well-being of a company’s customer base. It is often used to identify customers who may be at risk of churning or stopping their use of a company’s products or services.
              • Customer Satisfaction Score measures how satisfied customers are with a company’s products or services. It is typically calculated using customer feedback, which can be gathered through surveys, interviews, or other forms of customer research.
              • Expansion Revenue is the additional revenue generated by existing customers as they increase their use of a company’s products or services.
              • Onboarding Engagement Rate measures the level of interaction and engagement of new customers or users with a product, service, or organization during the onboarding process.
              • Daily Active Users (DAU) and Monthly Active Users (MAU) measure the percentage of a company’s user base that is active daily and monthly.

              Depending on the goals of the customer success program and the specific needs of the organization, there might be other, more relevant metrics to be tracked. To evaluate the effectiveness of the program, carefully choose the essential metrics and track them over time.

              How FrontLogix can help

              Do you require the services of an experienced Customer Success Manager?

              FrontLogix is a BPO specializing in customer experience (CX) and can assist you with skilled Customer Success Managers to track specific customer KPIs. Above all, we sincerely care about keeping your current subscriber base, exceeding their expectations, and adding additional delighted consumers.

              6 things Contact Centers should do in 2023

              Breaking away from negative perceptions

              This article will help you learn 6 things Contact Centers should do in 2023 to improve performance, deliver superior CX, and beat the competition. It’s no secret the reputation of contact centers has been a mixed bag throughout the years. But, now more than ever, customers expect businesses to provide excellent customer service. And this article will give you 6 simple steps to accomplish just that.

              First, let’s unpack why exceptional CX will be even more vital in 2023 compared to previous years.

              Why great CX matters even more in 2023

              6 things Contact Centers should do in 2023

              Man talking on the phone while working on a laptop

              #1 Decreasing Call Wait Time

              The reputation of contact centers has been a mixed bag throughout the years. Companies have struggled to win and maintain customer loyalty – battling with complaints of low First Call Resolution (FCR) and long wait times – with customers spending up to 13 hours on hold each year.

              With two-thirds of customers considering switching to a competitor after being placed on hold for too long, the tackling wait times is the first in line for improvement in 2023.

              To do so – embrace moving to the cloud. User-friendly cloud-based call center solutions will let your team scale up or down to meet customer needs. You can operate a work-from-anywhere organization and have an agent on call ready to plug in during unexpected call spikes.

              Also, set up automated skill-based routing and IVR flows. Your company can easily reduce wait times and limit customer frustration by implementing intelligent routing like an automatic call distribution system.

              #2 Improving First Call Resolution rates

              #3 Don’t rush to escalate tickets

              This one is tied to the previous item. It’s important to train and challenge reps, so they build the necessary knowledge to address more complex issues.

              The fewer times a ticket is transferred, the fewer times the customer needs to reintroduce themselves or explain their concern, and the faster problems are resolved. Customers will end up frustrated if their ticket could’ve been handled without bouncing from agent to agent.

              Regularly review your escalated tickets to determine what the team may have done differently and whether extra training is required.

              #4 Eliminating robotic AI for a more human CX

              A recent UJET survey found that interacting with a chatbot is a ‘complete waste of time’ for 72% of respondents. As a result, an increasing number of businesses are abandoning bots in favor of human customer service.

              6 things Contact Centers should do in 2023: Eliminating more robotic AI for more human CX

              #5 The desire for a better human connection

              Man Having a phone call In front of a laptop in a contact center

              #6 Acing CX through omnichannel personalization

              It is true that many contact centers still struggle with implementing effective omnichannel personalization strategies. This may be due to a variety of factors, including a lack of resources, outdated technology, or a lack of integration between different systems and channels.

              But the benefits of an omnichannel approach shouldn’t be dismissed.  Investing in an omnichannel communication platform can return the investment tenfold.

              The most obvious benefit is increased efficiency. When your reps have the entire customer interaction history in front of them, they can easily locate the issue and offer a solution without having to spend time switching between applications. According to Cornell University research, it takes users an average of nine and a half minutes to return to a productive workflow after switching between programs. An omnichannel communication platform eliminates those 9 minutes.

              The second benefit is improved customer experience. Omnichannel personalization enables contact centers to provide a seamless and consistent customer experience across all channels, leading to increased customer satisfaction, loyalty, and sales.

              6 simple yet powerful strategies to improve customer retention

              Can you remember the last time you re-engaged with your customers and tried to win them back?

              These strategies will do exactly that and more.

              In summary

              At the end of the day, most people just want quick solutions without having to repeat themselves and listen to automated messages for hours on end. Digitally saturated and hungry for meaningful human connections, customers still prefer phone calls to every other channel. While technology allows for quick and efficient new means of service, the humanized customer experience inspires true brand loyalty. Providing an exceptional CX means truly understanding what the customer wants and delivering it quickly, personally, and relevantly. With the loss of purchasing power,  2023 will be the year when the gap between good and outstanding CX widens, with only the best of the best emerging as winners.