Given a second chance to share my voice,
I thought it would be useful to articulate some of the actions we can and should take to make the most of our position. I often encounter contact centers that feel more like weighing stations than career destinations. First, develop your influencing skills, then go out and market the contact center to the wings of the organization. If you think you can do that simply by meeting service level or quality or customer satisfaction goals, you’re bound to be disappoint.
For senior executives, these are minimum
standards, and even if they are met, they Dentist Database will not change the long-entrench view that the contact center is a generic entry-level operation, or a necessary expense, or even more What sucks is an operational problem. We ne to ensure that the highest levels of the organization understand the direct link between superior contact center performance and improv bottom line.
Look for connections that show how interactions
with contact center agents improve revenue, wallet Beyond the Phone Call share, margins, customer retention, or any metric that’s focus on at the top of the organization. Once you’ve made these connections, take the time to develop a visual that creates a “Wow!” in six seconds or less. Make it compelling, clear, and undeniable…and be prepar to explain what you ne to create more magic.
This task-orient mindset constantly seeks out
new technologies design to streamline processes, not only for the benefit of the client, but also for the benefit of the management team. Consider recent developments in quality assurance and the emergence of robots that can listen, evaluate and coach agents. These are completely free of human intervention. If I were an agent receiving feback from a robot, I would feel a sense of resentment within me.
If you think differently, you might be tempt
by one of these techniques! Change is the only constant in the contact center industry. I hope you are discerning and prepar to respond to changing circumstances. Stay inform, stay enthusiastic, and be ready to embrace the future. It’s in your capable hands! It’s another year of great industry insights and commentary on the contact center pipeline.
