Contact centers are one of the most heavily metric driven organizations in a company. Great contact centers are transparent organizations and as a result of technology, results are available every second of every day. While it is great to constantly measure performance and communicate results, are you measuring the right things and are you driving the best behaviors for your organization?
Why Is Customer Disservice Becoming the Norm and What Can We Do About It?
I thought that I had shaken off my own customer disservice trauma until I heard the Comcast viral recording. I just could not mentally resolve this disconnect: How can a company with supposed good values have such poor customer service? How can the CEO reconcile this dichotomy? How can that company in good conscience believe that they have stellar corporate values? How did American consumer businesses get this way?
While it would be great to walk into an office of positive attitudes and buzzing energy, if real engagement isnít present, that office will soon have an order to vacate on their door. Realizing that there is a difference between satisfied and engaged, is a vital distinction for leaders to establish. Smiles are one part of the engagement equation, and numbers are another.
The Missing Piece of the Customer Experience Puzzle
The route customers prefer to take to get in touch with contact centers has been changing for some time, and it's clear that organizations have to adapt to what the customer wants, sometimes for convenience or superior customer service and sometimes for competitive advantage. What apps and desktop self-service generally lack, however, is the final piece of the puzzle.
How the Voice of the Customer Helps the Contact Center Drive the End-to-End Customer Experience
Most call center directors view voice of the customer as feedback on how the CSR performed. This is "little voc" that is internally focused. "Big VOC" describes how the company delivered on the end-to-end customer experience. Leveraging the Big VOC provides a bottom-line impact 10-20 times the impact of simply improving contact handling. It's also an opportunity for the call center director to increase their influence while reducing workload and CSR frustration.