Customer experience mapping and customer service employee lifecycle mapping are two areas organizations have gained a thorough understanding through dedicated sources of intelligence internally as well as externally. The journey mapping for both customers as well as employees have helped organizations understand the key focus and failure points for these two most critical success drivers…
Category: customer experience
How Omni-channelized is your customer service strategy?
Two interesting contact center experiences in the last few weeks made me choose this topic, How Omni-channelized is your customer service strategy? Before I share the two experiences, the video below is one of my personal favorite Omni channel contact center commercials, what I love about the storyline is the customer’s ability to engage with…
Your vendor’s coaching capabilities, why you need to care?
In this post, I chose to talk about the most important piece that will determine the success of your outsourced contact center engagement. Your outsourced partner’s employee coaching framework and capabilities Often times in the outsourcing world, the business reviews are filled with strategies, roadmap and other higher level discussions leaving the actual agent performance…
Is your contact center in the “Worm Pit”? It’s time to get it out!
For those lean sigma practitioners out there, the 7 types of wastes (‘Muda’ in Japanese) as defined in the lean principles might not be a new concept (8 including the ‘intellectual’ waste). However, for the larger audience, lets take a quick look at the 8 types of wastes before we talk about how this can…
Contact center pricing, are you getting the best of it? How do you know?
Choosing the right pricing model for outsourcing your contact center is critical to the long-term success for the client as well as profitability and business stability of the outsourcing partner. The pricing model can also be a performance driver if the right model is chosen. The type of pricing model you choose for your engagement…
Strategic call center offshoring model, Do you have one?
Offshoring is an integral part of volume mix strategy in any high volume customer service organization. However, does your organization have a long-term offshore-onshore strategy defined in line with your organizational and customer ecosystem balancing a healthy offshore-onshore mix? Do you have a logical segmentation that defines your volume mix? Are you able to articulate…
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