Budget cuts and restrictions imposed on customer-facing business units put the organizational brand and the Customer Experience at risk. Each and every consideration for cost-cutting measures must be evaluated closely against the question, “Are you willing to bet your brand on it?”
Once a strategic initiative has been blessed by senior executives, it is dispatched to the operational business units responsible for creating and executing the tactical plan. Engaging in strategic and tactical changes to your Call Center can be a challenge. Game theory insights can help you to lead your next change management project successfully.
Handling customers in any Contact Center can be difficult. The way in which volatile situations are managed or avoided depends on the skill of those handling the contact. Can your agents handle combustible situations? Here’s how to douse the flames and rescue the Customer Experience.
“Flying by the seat of your pants” is characterized by short-term thinking, objectives set without operational requirements, unstable decision making, and legitimate risk factors tagged as “obstacles.” The result is constant change in Call Center processes, routines, and activities. Are you struggling to pilot your operation through a stormy environment? It’s time to step back and assess.