Episode 027: Virtual Interviews and Hiring with Matt Baxter

Posted on May 5, 2020May 17, 2020Categories The SaaS CX ShowTags , , ,   Leave a comment on Episode 027: Virtual Interviews and Hiring with Matt Baxter

In today’s episode Matt Baxter discussed that with coronavirus turning the world upside down, everything is becoming virtual – including virtual interviews.

Show Notes

The time for virtual interviews has come. For many companies, the hiring process is still relatively antiquated. Hiring managers and HR representatives typically rely on a mixture of resumes, rounds of interviews, and assessment tests to find viable candidates. Unfortunately, without a cohesive strategy in place, the whole system can be slow and unresponsive. Considering how much of an investment hiring a new employee is, why isn’t there a better alternative? Enter virtual interviews.

Gone are the days of relying on resumes and a single in-person interview. Technology has made the hiring process easier, particularly in today’s topsy-turvy world. In this episode of the SaaS CX Show, we talk with Matt Baxter of Wedge, a video-interviewing program. Learn how Wedge is changing the game, helping their own customers succeed and thereby reducing their customer churn.

In today’s episode, I’m talking with Matt Baxter, CEO of Wedge. His SaaS product enables hiring managers to find high-quality candidates with virtual interviews. We discuss how Wedge has changed the process and how the company leverages customer success to grow through the growth of their customers. Here are some highlights.

The Dangers of a Resume

As with all software, there has to be a problem in need of a solution. For Matt and his team, he recognized that the current tools for hiring candidates were still old and inefficient. Even worse, workers these days are much better about over-preparing for both the resume and interviews.

We talk with Matt Baxter of Wedge, about virtual interviews.
Matt Baxter

You may have seen the meme already, about how to write down “I changed a lightbulb” on a resume. If you’re clever, you can use terms like “increase energy output by 50-percent while maintaining high-efficiency standards.” Resume padding is a real problem, which means that businesses have to find an alternative.

Streamlining with Virtual Interviews

Wedge is the perfect tool for weeding out unqualified candidates. First, those who aren’t interested in filming responses and submitting them won’t move forward. Second, it allows candidates to provide answers to a variety of questions without the pressure of being in an interview. Finally, it’s collaborative, meaning that hiring managers can share responses and give feedback without having to align schedules or conference rooms.

However, as useful as Wedge is, Matt and his team had a hard time reducing customer churn at first. The main problem was that Wedge was its own entity, so users had yet another account to log into and manage. Once the development team made Wedge able to integrate, the company’s success skyrocketed.

Matt’s story is indicative of SaaS products as a whole. The more accessible and more streamlined the process can be, the more likely that clients will use and love the software. And we love to talk about customer retention.

Interviewing vs. Assessments

New Customer Service
Video responses from candidates help whittle the talent pool faster.

One of the significant trends coming around these days is the assessment test. Rather than relying on resumes and interviews, companies are forcing candidates to perform various tasks related to the position. Wedge exists in the middle-ground between a person applying and then getting assessed. There are two reasons for this.

First, Wedge enables hiring managers to ask any questions they like, including those that get to a person’s personality, not just his or her skills. Second, because the software allows for multiple takes and refined answers, hiring managers can get a much better idea of who a person is before moving him or her to the next phase.

We talk a lot more about Wedge and how virtual interviews are changing the hiring process, both with the current pandemic and as AI hits the scene. Be sure to check out the rest of the episode here. You can also find out more about Matt and Wedge at www.competitivewedge.com.

How to Maximize Your Contact Center

Posted on May 5, 2020April 19, 2020Categories ArticleTags , , , , , , , ,   Leave a comment on How to Maximize Your Contact Center

Companies big and small will generate hundreds or thousands of data points from a wide array of programs and systems.
Unfortunately, while all of this information is crucial, it’s worthless if we can’t digest it. Thankfully, artificial intelligence is here to help. In this article, we want to discuss how an AI customer experience can provide the analytics possible to build a better sales team and a streamlined customer experience.

Now that we’re living in the age of technology, it’s never been easier to create and cultivate data. How does an AI customer experience play into that contact center? Companies big and small will generate hundreds or thousands of data points from a wide array of programs and systems.

Unfortunately, while all of this information is crucial, it’s worthless if we can’t digest it. Thankfully, artificial intelligence is here to help. In this article, we want to discuss how an AI customer experience can provide the analytics possible to build a better sales team and a streamlined customer experience.

To help us understand the possibilities, we’re talking with Todd Abbot, COO of InsightSquared. His software compiles data and makes it easy to understand with customizable dashboards. Here’s where the future is headed with CX and AI.

Improving Productivity With Machine Learning

When it comes to customer retention, most companies assume that the primary selling point is the quality of the product itself. While that does have a significant impact, one element you might be overlooking is the contact center. How easily can a customer get a hold of someone when he or she has a question? How many channels do you offer, and what’s the satisfaction rating for each? If you’re not paying attention here, you could have a hard time reducing customer churn.

In this article, we want to discuss the best ways to improve your contact center operations. To help us out, we’ve enlisted the help of Patrick Dennis. Patrick is the CEO and founder of Aspect Software, a SaaS company that focuses on building better contact centers for businesses. Let’s go over his customer retention strategies in SaaS.

Step One: Understand Your Customer’s Needs

OLD WAY – NEW WAY – how a good contact center helps you and your customers better communicate

In many cases, the problem that companies have is that they are too focused on product development and marketing to recognize the value of a contact center. Yes, the business might have multiple channels, but it doesn’t utilize them as effectively as it could.

Rather than adding new communication methods, you need to focus on how your customer will want to use them. Patrick outlines this as the “coffee and car” model. On some days, Patrick wants a fast cup of coffee – the quicker, the better. On other days, he prefers quality over speed, even if that means waiting half an hour for a quality cup. Your customers likely have preferences that shift based on a variety of factors.

So, as a business, you need to understand how these interactions and touchpoints will differ for your customers. Are they in a rush and need quick service, or do they have questions and need additional help? You can’t have a one-size-fits-all approach.

Step Two: Look at Your End-to-End Customer Experience

These days, most companies are getting better about analyzing specific interactions. Data analysis and machine learning make it easy to gather insight into various channels individually. However, you need to take a step back and see how they flow into each other to get a sense of how satisfied your customer is from end-to-end.

Patrick puts it like this. Let’s say there are four interactions on average with a customer. That customer has a 90-percent satisfaction rating for the first two, but only 85-percent with the last two. Individually, those ratings seem high. However, when taken together, it results in 58-percent satisfaction.

Overall, by taking a macro-level look at your contact center, you can begin to see where you can boost interactions. Remember that they don’t exist in a vacuum. The same customer can reach out via email, chat, and a phone call, so each touchpoint has to be consistent and high-quality.

Step Three: Let Your Customers Determine the Channels, Not the Other Way Around

Because technology is developing so rapidly, there’s a tendency for companies to adapt to specific channels, believing that it will improve interactions. However, that can be a mistake. For example, what’s the good of building a system around SMS messaging if your customers have no interest in using it?

While some channels have stood the test of time (i.e., phone calls), various apps and new technology will drop off and get replaced. Yes, Facebook Messenger might be big now, but what about in 10 years?

Because channels will continue to evolve, and considering that your customer’s preferences will change, your contact center has to be adaptable. Rather than focusing on one or two communication methods, focus on the priorities of your customers and let them choose the channel that works best. Overall, you should have a cluster of channels available for each customer, not the other way around.

If you want to hear more about how to reduce customer churn with the contact center, check out the SaaS CX Show here. You can also find out more about Patrick and Aspect Software at www.aspect.com.