cx Archives - Arise

Arise: Consulting CX Transformation

David Williams — Wed, 06 Dec 2023 16:08:28 +0000

Arise Consulting

Accelerate Your CX Transformation

The capabilities of Arise extend far beyond Gig CX and outsourcing. We are functional experts in designing, implementing, and managing world-class experience ecosystems that deliver results.

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

The post Arise: Consulting CX Transformation appeared first on Arise.

Customer Service Excellence and Booking Support | Major Cruise Client

Tone Stray — Wed, 01 Nov 2023 18:32:19 +0000

Major cruise client fuels post-pandemic revival with the Arise® Platform

Case Study Background:

No industry was impacted more by the COVID-19 pandemic than travel and entertainment, especially cruise lines. In 2019, cruises generated $154.5 billion globally. That shriveled to $63.4 billion in 2020. But, cruises are bouncing back, with 2022 passenger levels predicted to be at 101% of 2019 capacity.

Use case #1

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Challenge

Solution

Challenge

In 2022, the cruise industry saw bookings return to pre-Pandemic levels. However, during Covid-19 nearly 600,000 cruise-affiliated jobs were lost, creating a still-present gap in customer service representatives across cruise lines of all sizes. As the industry came roaring back to life, one major cruise client was overwhelmed with a need for skilled Service Partners to meet the huge, pent-up demand for cruise bookings.
Solution

The Arise® Platform uses the power of Gig-CX to connect brands with a network of 70K highly capable Service Partners who can provide high-quality care while improving productivity and efficiency. The Service Partners on The Arise® Platform are, on average, more mature, highly educated, and display a brand affinity because they choose the organization they want to support.
The Arise® Platform is an industry leader in virtual-first education and CX learning journeys. To meet the demands of such an accelerated and tailored learning journey, Arise implemented the “Earn While You Learn” program. This virtual learning program creates a path for Service Partners to take certain types of contacts in half the time as the previous certification courses. These contacts coincide with the learned curriculum to create a real-world experience at the same time as certification, ensuring agents have the support they need to deliver quality care to customers.

Result

The Arise® Platform delivered 100% of the FTE need for this cruise client from Q1-Q3 2022. The “Earn While You Learn” program improved agent certification rates by 100%. The learning and development improvements made by Arise also generated a reduction in call transfers from 17.9% down to 4.5% improving First-Call Resolution to 95%.

Use case #2

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Challenge

Solution

Challenge

This major cruise client was at the mercy of wildly changing pandemic health and safety guidelines and the need to throttle up discounts to hit revenue projections. With demand up 45% compared to 2021, this major cruise client needed CX assistance quickly to meet the demand.
Solution

This major cruise client turned to The Arise® Platform and the power of flex capacity to ensure customers who have waited for more than two years to venture abroad the seven seas could book their cruises quickly. The Arise® Platform uses the power of Gig-CX to connect brands with a network of 70K highly capable Service Partners who provide the high-quality care necessary to create world-class customer experiences. Because the network of Service Partners using The Arise® Platform is so vast, Arise is able to flex up to 600% seasonally and up to 200% intraday to give CX organizations the capacity they need on-demand to deliver excellent experiences for their customers without exception.

Result

With less than 24 hours’ notice, The Arise® Platform added 700 additional hours to meet last-minute sales queue demands, ensuring that customers’ bookings were made successfully. This is just one of many ways The Arise® Platform’s adaptability to flex up to meet Brand’s goals continues to generate value.

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

The post Customer Service Excellence and Booking Support | Major Cruise Client appeared first on Arise.

The Future of Virtual Learning and Development

Tone Stray — Wed, 21 Sep 2022 14:52:00 +0000

For any CX executive in today’s workplace, meeting the talent quota is only the first step in delivering a high level of customer satisfaction. The next order of business is supporting new agents in their learning and development–and keeping experienced ones up to speed. Whether agents need to be familiar with products and services, promotions, and pricing as well as the Brand’s policies and culture, providing the necessary skills and meeting the need for learning and development is no easy task.

The limitations of traditional BPOs are often at the heart of the matter. In a traditional, on-site contact center, new agents may have little to no industry experience or Brand affinity. They may need extensive training to deliver the customer experience associated with your Brand, yet the lackluster classroom training offered by many organizations contributes to the attrition rate. Another reality is that agents are needed to engage with customers soon after they are hired with time for only minimal training. It’s little wonder companies that rely solely on traditional BPO models fall short when it comes to delivering a satisfactory customer and employee experience.

Expanding the talent pool

With a Gig-CX solution, agents can be located anywhere offering a wider variety of skill sets, more flexible time availability, and more motivated talent. Customer experience leaders can also engage knowledgeable agents and individuals with strong product knowledge or Brand affinity, regardless of their location.

According to Gallup, 36% of US workers participate in the gig economy for a primary wage or to supplement their current income. That number is likely to rise as millennials and Gen Z look at gig work as a way to achieve a work/life balance.1 More mature workers are also attracted to gig work to stay active or keep their minds sharp.2 That flexibility helps attract knowledgeable talent into the resource pool. For example, professional gamers who wish to take on extra work might be well-suited to answering technical hardware or software questions. The agent on the other end of a pharmaceutical company’s care hotline could be a retired health care professional.

Technology to the rescue

The anywhere, anytime advantage of Gig-CX services is also beneficial for learning and development. Today, virtual learning tools are far superior to any “PowerPoint on Zoom” solutions. Interactive curriculum is another area where Gig-CX solutions stand out for the ability to offer exceptional learning experiences to workers.

While companies always want to keep an eye on the cost and time spent on education, investing in agent learning and development typically results in a better customer experience. The #1 driver of customer service-driven Brand loyalty in a competitive marketplace is agent knowledge, and 58% of customers need more than one contact to resolve an issue. Inadequately educated agents can lead to increased costs and unsatisfactory customer experiences, with 89% of contacts escalated due to lack of agent knowledge.

Delivering a dynamic learning and development experience is an essential component of agent satisfaction. In fact, we found that 20% of all new learners resign within 45 days due to poor learning experiences. Some gig workers are attracted to the extra work to increase their skills and knowledge. Virtual learning offers an opportunity to provide Gig-CX workers with the learning opportunities they need to be successful and take pride in their work.

Investing in learning experiences pays off:

20% of new employees resign within 45 days if they are not satisfied with the training and learning opportunities offered.

A virtual learning approach can also reduce learning time and give gig workers more flexibility. Self-directed learning experiences allow workers to finish modules during slow periods and work at their own pace. They can even take advantage of mobile apps to learn during downtime or on the go.

Virtual learning helps companies prepare agents to talk to customers quickly. By designing the right learning journey and delivering it through the right interactive platform, Arise launched a new program to prepare 600 agents to answer questions on the CARE Act for a major financial service brand in only 72 hours.

Gamification for the win

Arise utilizes virtual-first instructors and works with our clients to develop curriculum that is highly interactive and designed to accommodate different learning styles in a remote environment, including auditory, visual, kinesthetic, self-driven, and more. Learning modules may incorporate gamification, interactive assessments, and immediate feedback. Curriculum is tailored specifically to build strengths, measure performance, and ensure prompt completion of assigned modules.

As the curriculum is designed, instructional designers and subject matter experts help create instructive learning modules that are clear, engaging, and impactful. Breaking a long curriculum or module into discrete, bite-size components allows Brands to be more precise in their education recommendations so that gig workers can get up to speed as efficiently as possible. (3)

Effective learning fuels

0 %

sales growth

To increase sales of warranty and protection plans, Arise enhanced the virtual-learning program of a major home improvement retailer by using mock sales calls and virtual support rooms for active agents. The virtual learning program helped the retailer grow sales 25% in Year 1 and 39% in Year 2.

The future of Gig-CX virtual learning includes AI-powered tools such as augmented and virtual reality to provide hands-on skills learning.4 Other tools will be able to detect critical phases in an agent’s conversations with customers and provide auto-generated performance support. For example, voice recognition technology senses customer sentiment and alerts the agent to the next best action and when to alert support resources.

Technology plays an essential role in learning and development for Gig-CX workers and Arise continues to be at the forefront of innovations and best practices in virtual learning. We are ready to apply our expertise and to develop learning and development solutions suited to your situation and your workforce. Please schedule an appointment to learn how Arise can deliver results for your organization.

An AI-powered future

Blog Sources:

^[1] https://www.livemint.com/news/india/four-in-five-millennials-gen-z-ers-prefer-gig-work-to-9-5-jobs-report-1561572851202.html

^[2] https://aginginplace.org/seniors-and-the-gig-economy/

^[3]Gupta, Jacobson, Kline, Mehndiratta, and Raabe. https://www.mckinsey.com/business-functions/operations/our-insights/an-on-demand-revolution-in-customer-experience-operations

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