Now what? It’s not wise to run away
from the inevitable, so start by embracing change and having a clear understanding of the value your organization provides. Artificial intelligence may be the most powerful customer service tool since the creation of websites and the Internet. At the same time, most center leaders will tell you that even with the Internet, contact volume will still increase. While many people look for value and efficiency in interactions (let me in, get my answers, and then leave), some ne extra attention.
Your role in experience quality will
be to leverage strong process management and Chinese Australia Phone Number List understanding of the toolset to differentiate when and which experiences will provide consumers with an easy interaction. Cost and Scale Typical Results Cost per Customer/Contact/Member Contact Orders/Customer/Member Rates Budget and Scale Metrics Volume/Schule Adherence/Calls (or Email/Chat) Per Production Hour Self-Service Use Workforce Management Efficiency Cost and scale situation: Are you being ask to “do more with less”? As mention earlier, whether due to changes in the larger macro environment or the nes of a specific organization, cost and scale will take center stage in contact centers for the foreseeable future.
While this may sound disturbing and
not quite in the “spirit” of a good customer Local search boosts community engagement service environment, it’s happening. This is part of running a great center. In customer service, where experience metrics are “fuzzy” or value is difficult to clearly define, cost and scale metrics can serve as a quantitative way to demonstrate the importance of a well-run center.
Be able to demonstrate how the center
scales over time, showing senior leadership how you contribute to budget, profit or provide hard funding. A simple example is if you can serve more customers (hopefully from company growth) at the same cost as your pre-growth environment, then you increase your profits. Understanding key cost and scale metrics will help contact center leaders support their management and drive savings, cost avoidance and scale.
Why does this matter to the state of
the contact center? In addition to increasing profits, what else should leaders do in the year? Most contact center leaders, especially inexperienc junior leaders, tend to focus on and manage experience quality as well as people-relat
