The rainforest’s overarching ecosystem consists of hundreds of smaller ecosystems, including canopies, understories, and forest floors. Where one is affected, all are affected. A true natural wonder, it is the most biodiverse tropical rainforest on the planet. But its future is threatened by deforestation and other man-made pressures…which makes it much like the modern day contact centre.
If there’s one lesson I’ve learnt in my time in the contact centre industry, it’s that what gets measured gets done.
Contact centres that regularly measure their performance against their target metrics are the ones who reach their goals.
And because what gets measured gets done, there’s a direct correlation between the metrics you measure, and the performance outcomes you achieve.
Staff attrition (the percentage of your staff that leave) is a problem in many organisations. Contact centres are no exception.
This problem can be seen both in Australian and internationally.
While the negative impacts of high staff attrition are generally acknowledged, many contact centre leaders and managers are less aware of the negative effects that can accompany low staff attrition. However, low attrition can actually be worse than high attrition.
In the age of disruption and the age of the customer, change is a necessary activity for any organisation.
If your business is striving to offer relevant, competitive, customer-centred services, change initiatives and projects must become a part of your organisational life. But if you want these changes to succeed, you need to ensure your team are on board with them.
If you work in a contact centre environment, you’re probably familiar with a range of customer experience-related metrics, each with a fancier name than the last.
These customer experience metrics measure a variety of different elements that contribute to the customer’s overall experience.
But while they may all come from slightly different perspectives or viewpoints, each is ultimately trying to answer the same key question: “Was the customer happy with their interaction with our business?”
In other words, each is trying to measure “customer happiness”.
Whether you like it or not, in today’s disrupted economy, the business world has entered a new age.
The “age of the customer”.
In the age of the customer, consumers have the power. The traditional giants (you know who I’m talking about…) no longer hold sway like they once did. Instead, customers are choosing brands that not only offer the best value, but also the best service. Which means that those businesses and brands that fail to evolve and change are often getting left behind.