An airplane is off course 95% of the time it is in the air and spends the entire flight correcting course. Does your contact center feel like that? Are you constantly “tweaking this” and “adjusting that” only to start over the next day with no time to step back and wonder if you are even on the right route?
Is your company operating exactly the same as it was 10 or even 5 years ago? I am pretty sure the answer is NO. So let me ask you, as your company changes, is your contact center changing proactively or reactively? Have you added layer upon layer of process, staffing and technology to catch up with the “next best thing”? Are you sure you are optimizing your resources from a technology perspective, or have you implemented new technology in an effort to minimize disruption and never looked back?
Is your contact center designed to quickly adapt to the changing business environment while staying true to its purpose? Or, is it a little OLD SCHOOL and stuck on the corner of CAN’T and DON’T KNOW HOW?
If it’s the latter, I suggest you listen to the opening lyric of Vanilla Ice’s “Ice Ice Baby” – Alright stop, collaborate and listen! Get out of the OLD SCHOOL and into the modern world!
STOP: 4 hours per week
COLLABORATE: Assemble a team of CSR’s, leads, supervisors and leadership – even an outside consultant to help
LISTEN: Share ideas and implement, one at a time!
If you take the opportunity to step back and optimize integration between people, process and technology, imagine the positive impact to both the customer experience and bottom line.
Yo, V.I.P. … let’s kick it!
Roxanne Chihos is Director, Client Experience for ActiveStyle. Roxanne will be presenting her session titled From Old School to New School - Creating a path to stay cutting edge in business at NICE's user conference, ICUC 2014 on Wednesday, September 24th at 4:00 pm.
