The theme at this year’s Call Center Week is about building the foundation for future transformation.
Brian Cantor talks about Call Center Week highlights. Click to Tweet
No more innovation
Every year we tend to emphasize the innovative, trendy and the amazing ideas. And a lot of these have experienced traction and adoption. There has been new technology that will be impacting our future.
But the biggest thing everyone needs to do is really focus on getting the basics right.
You must get the basics right in your contact center. Click to Tweet
You need to make sure that you really understand what it takes technology wise – everything has to be integrated.
You need to know what it takes operationally.
Does your entire organization build around the idea of a great customer experience?
What they want
What at the end of the day does the customer really want that can be replicated from business to business and industry to industry?
What do agents look forward regardless of industry as we’re starting to see new generations enter the workforce?
The Bottom Line
What it really comes down to is you must understand the core of what needs to happen to make the contact center function and make your customer management function. And make your business function for today’s customers.
Focus on Fundamentals
If you’re unable to focus on the fundamentals it doesn’t matter about all the innovative and trendy technologies and tactics.
You must be able to execute on the day-to-day in order to experience sustainable forward movement.
The Research Says
One of the big areas is the real emphasis that customers have on efficiency and speed.
We’ve often believed that we need to get away from average handle time and that we need to get away from speed. That we must focus on connecting on the strategic calls.
There is some truth to that. But what it means by connecting with them often is delivering them what they want, when they want it, where they want it, as fast as actually possible.
So what a lot of the research is showing is that businesses and customers are not all that different. They all want to keep things short. They want to get to the point and they want to make it efficient.
So the advantage you have if you’re an organization is that you don’t have to only worry about if you satisfy customers.
You can focus on short term things are causing inefficiencies and that are driving up costs.
Focus on short term things that are causing inefficiencies. Click to Tweet
Those are things you can get out of the way. If you remove those inefficiencies your customers are going to be happy because that’s what they want. They want quick, to the point, accurate, high quality resolutions.
And this is for all organizations regardless if they are business to business or business to consumer.
Make Call Center Week Fall
If you are unable to be here at Call Center Week, we’ll miss you. But you have a chance to make up for it at Call Center Week Fall in a few months. Make sure you focus on you own fundamentals and invest in yourself so you can bring more value to others.
Join me on the Fast Leader Show Podcast
Listen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.
Jim Rembach is the Editor in Chief of the Customer Service Weekly and it’s Podcast host. He is President of CX Global Media and the creator of the Call Center Coach Virtual Leaders Academy. As the host of the Fast Leader Show Podcast, he has interviewed hundreds of experts, authors, academics, researchers, and practitioners on various angles, viewpoints, and perspectives for improving the customer experience. He has held positions in retail operations, contact centers, customer support, customer success, sales, and measured the customer experience. He is a certified Emotional Intelligence practitioner, Employee Retention Specialist, and recipient of numerous industry awards.