Typically, contact centre leaders come to us when they're experiencing challenges such as high attrition, low engagement, service level not hitting target or NPS results declining. Sometimes technology is not delivering the efficiencies it promised, or maybe it's a perfect storm of all of the above!
What we often find is that these leaders have tried many great people, process and technology improvements in an attempt to address these challenges, however they haven't received the outcomes they were hoping for, and they find themselves lost in terms of pinpointing the right initiative to address the problem.
So the downward spiral continues, with customers getting more frustrated, team members getting more disengaged and performance targets seemingly impossible to achieve.
This is one of the reasons we developed the CXMA.
We wanted to create a self-assessment tool that could quickly gather insights and identify the key gaps present across the 6 segments of operational excellence.
The CXMA is a quick and easy checklist style survey that only takes 5 minutes to complete, and it's free!
It identifies your maturity across 6 key segments, which are:
Customer Journey
Technology and Tools
People and Capability
Operating Rhythms
Performance and Insights
Planning and Efficiency
The results from this assessment will clearly outline your maturity score for each of these segments, and identify the specific elements to focus on to improve that score.
When combined with a maturity strategy session, you will get a one on one consultation with one of our team, who will review your results and work with you to develop a maturity action plan - detailing the immediate next steps to take to get fast and actionable results in your contact centre.
The key to our model is that we're not just looking to raise your overall maturity score. Instead, our focus is on balancing your maturity across each of the six segments so that your contact centre ecosystem is working in harmony.
So what does all this mean for you?
If you jump online and take the assessment, you will get instant results showing your maturity score both overall and by segment, and a clear list of actionable steps you can take to improve and balance your score.
If these insights inspire just one small improvement in your contact centre, then the 5 minutes you invested in doing the assessment will have paid itself back in spades.
Then, if you would like to receive a detailed report and a one on one consultation with one of our team, you can book in a Maturity Strategy Session where we will highlight the 3 best next steps you can take to drive immediate improvement in your business.
In the last year, we've helped our clients realise millions of dollars in savings by applying simple improvements identified through a maturity assessment, including technology enhancements, right-sizing targets and structuring teams for success. Sometimes it is the simplest things that create the biggest impact.
Taking this assessment may be the best 5 minutes you spend this year.