Social Customer Care: Listen, Learn, and Dialogue

Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world. I recall an executive who works with an automobile manufacturer standing behind a computer with several others on her team as …

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Strengthen Ties Across the Organization

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve other areas. Root-causes must often be addressed elsewhere; an issue that deteriorates high levels of customer satisfaction may involve processes far beyond the …

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A Way of Doing Business

One of the most important leadership priorities is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization. It’s what will secure adequate funding, and will facilitate the means to attract the talents required. And it will help you …

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Calibration Is Key to Improving Quality

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver. A high level of calibration provides consistency, reduces the likelihood of agents questioning fairness, and is a means for continuously developing and assessing monitoring …

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Caution: Don’t View Contact Center Performance Measures in Isolation

Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication. However, if errors and rework, or contacts not completely resolved in other channels are edging up, cost per contact will naturally decrease …

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Improvements Must Be Ongoing

Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook. There is something powerful about consistently focusing on the things that matter most. In that spirit, the following points of advice were inspired by the well-known work of …

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