“Here you go, a 500 rupee bill (Indian currency) to tip your driver, I have an extra one from my previous trip to India. That way, we don’t have to spend time at the currency exchange, we can go directly to the hotel”. I told Susan, my boss! We both just landed at Bangalore airport…
Category: strategy
WOW! You are so cool, you have a strategy!
Can you think of a question that will never get “NO” as an answer and will get “YES” as the response, every single time? I know of one! Have you ever tried asking any senior leader in an organization, “Do you have a strategy?”. I bet the answer is “YES” But, when you start talking…
Recession 2016?? So, customer service??
The global financial situation has been fluctuating since the dawn of the 1st day in the new year (2016). And the analysts predict a far more tougher recession in 2016 than the one we had in 2008. I am not a financial expert to validate the recession forecast nor I want a recession in 2016. BUT…if we…
4 Strategic customer service pillars you can’t ignore
Gone are the days when customer service was viewed as an overhead and a non-value add cost center. We have come a long way from there. In today’s prevailing dynamics, an organization’s customer service capabilities can be the competitive advantage in the market place and organizations have started to build their entire brand around their customer service capabilities….
Dear startup CEO, you need a best friend – CCO.
Before we get started, think about any decent size startup including the darling unicorns of the startup universe who are on the verge of filing their IPOs. Search in Google “that company’s name customer service”. Say for example, “Snapchat customer service”. Look at all the search results in the first page. What did you find?…
Your name is Jane? Yeah, right! What’s your real name?
Let’s start with this 30 second video that will explain the context behind the title of the post before we start talking about the details of it. Offshoring Vs. on-shoring customer service has been a decade long debate (if not longer) and there are very strong opinions on the both the camps (i.e. offshore and onshore)…
Outsourced vendor journey mapping. Do you have one?,
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…
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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