CX Top Tips

These Two Little Tips are Making Contact Centers Rich

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Travel the world over and you’ll find that contact centers have some similar trials and tribulations attempting to deliver great customer service. So, you can bet that these little tips are certain to make your contact center rich with great customer experiences.

These Two Little Tips are Making Contact Centers Rich Click to Tweet

Leader Rant

As I say, “We all have issues.”

Nobody is immune from struggles. If you live, if you want to get ahead…you have struggles.

So, when I met up with Shep Hyken at ICMI’s Contact Center Expo, I had to ask him about what he hears people say they have issues with. Being a world-traveled professional speaker on customer service, he was sure to have an interesting (and global) perspective.

As usual, Shep delivered.

What’s “their” impression

The most important thing is to recognize that every customer service interaction you have is an opportunity for your customers to form an impression.

“Every customer service interaction forms an impression.” Click to Tweet

Shep references Jan Carlzon’s concept of the moment of truth to help us.

You need to get your people to realize that anytime a customer comes into contact with any aspect of what you do, they form an impression.

Who is Jan Carlzon?

In 1981, Jan Carlzon became CEO of the faltering Scandinavian Airlines. While there he was able to orchestrate a company turnaround around by leading the strategy of the “moments of truth.” He wrote about it in the famous book called Moments of Truth: New Strategies for Today’s Customer-Driven Economy.

The “moments of truth” has become a method to manage the customer experience that has been adopted by various organizations. While the subject of Customer Experience Management was coined much later, Carlzon’s vision was a contributing factor in leading the movement and tactic in the customer-driven economy.

So here’s the key

Chunk it down. Make it small and it becomes a lot easier.

And just try to be better than average. You don’t need to go wild and go overboard with creativity. Don’t overdo or overkill, just try to be a little better to deliver more rich customer experiences.

“Be a little better to deliver more rich customer experiences.” Click to Tweet


The Awesome Responsibility

No need for it to be a daunting task, but it’s an important reality.

Each person interacting with a customer must be aware (and prepared) to fulfil the awesome responsibility. In contact centers, their ability to deliver maximum agent performance rests on it.

At any given time, the one person with whom your customer is interacting can define the organization as a whole.

“One person with whom your customer is interacting can define the organization.” Click to Tweet

“They” did it

You as a customer go beyond the person and judge the organization. That is what we all do.

“The people at that organization______________.”

  1. They’re so friendly
  2. They’re so knowledgeable
  3. They’re so rude
  4. They’re so difficult

Your people need to know that their customer service delivery is going to fill in the blank.

Everybody needs to recognize they carry an awesome responsibility. It needs to be top of mind. Because at any given time that one person represents the entire brand.

The contact center (the entire organization) gets rich, when you develop your people appropriately and they take ownership of their awesome responsibility.

“The contact center gets rich when your people own their awesome responsibility.” Click to Tweet

Get more from Shep

Just send an email requesting the tips and notes from Shep’s keynote by sending an email to: info[at] and in your subject line put please send me the notes form ICMI.

Shep’s story of the 5-Step Process

Shep Hyken shares his story of recovery from a crisis on the Fast Leader Show.

He took over as President of the National Speakers Association, a volunteer position, and he had no clue what was in store. After months of consideration, the association leadership team decided to change the name of the association. After the announcement, within 48 hours Shep received 800 emails and 750 of them threatened to quit the association.

Listen and learn Shep’s 5-step process and how it helped him get over the hump. 

Join me on the Fast Leader Show Podcast

monitor-fast-leader-showListen 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.



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