Today’s Contact Centers must go deeper into the organizational labyrinth and transform to be considered a strategic asset. This installment of Lost in the Labyrinth discusses how business leaders need to understand current state Call Center operational deficiencies and management issues. Challenge yourself to be both visionary and radical!
Breaking down the walls of the service labyrinth can only happen at the senior executive level. Too often at the company’s core, we find executive leaders in denial. They just don’t want to know that their enterprise can’t get the customer experience right. How to successfully navigate from C-Level to Cube-Level.
Contact Centers remain the enterprise’s ideal source for information and branding. If information is present, but difficult to get at, the customer relationship, the experience, and the company brand will not be advanced. How to establish a clear path ahead for information currency to flow freely.
The Contact Center industry faces serious challenges when it comes to the Customer Experience. Obstacles we face may be due to management practices and NOT to frontline performance issues. Isn’t making customers weave through the maze of service options just another way of giving them bad service? The importance of creating ease of access for a true Customer Experience.
Healthcare Contact Centers are relatively new to the contemporary Contact Center business, with a history of emerging by “default” rather than by “design.” Strategic Governance becomes significant across the Healthcare system as business leaders see that ‘no one is in charge’ of Call Center growth and innovation. Governance creates the bridge that operationalizes strategy in a planned and scalable way.
CHAOS in your Call Center brings confusion that becomes a constant and conflict-ridden companion. Five conditions that may be contributing to the growing chaos in your Contact Center and what you can do to stabilize and even reduce it.
Contact Centers are a sea of change; navigating change means constantly evaluating operational conditions. Ten wishes to bring joy, fun, and excitement to your Call Center! Create an environment where Customer Experience is paramount and those facilitating it can shine.
Healthcare is notoriously behind the times when it comes to digital access. A big obstacle to the future of digital access in Healthcare is poor processes. It’s time to weed out the obstacles to be ready when the “digital natives” seek out their care options. Learn to overcome five core barriers to digital access and create a baseline for assessing …
Contact Center leaders face a new threat. Device devotion has hijacked the ability to converse with others and also with ourselves. Yet, conversations move strategic and complex projects along more quickly than alternative methods. It is imperative to engage on a human level to grow conversational skills which are more art than science. How can you improve your “fine art” …
There is no more important factor in today’s Healthcare Contact Center than training. Yet it is too often given short shrift. A recent survey of Healthcare Contact Center professionals sheds light on training and people management challenges. Gain insight into the state of today’s Healthcare Call Center as we watch the industry grow.