Contact Center Future….

“The success of Trupanion’s omni-channel capabilities is a clear sign of where the contact center industry is headed. Companies creating customer obsession cultures and placing the consumers’ experience above everything else will give them a competitive advantage. Delivering truly remarkable experiences will keep their customers loyal and win the hearts and the wallets of today’s consumer.”
The Way to A Customer’s Heart is Through Obsession [CASE STUDY] by Chris Koziol, President & GM, Interaction Management on April 22nd, 2014 Originally published April 17, 2014 on Business2Community by Chris Koziol App-crazy consumers are very adept at managing several communication modes at one time. Whether it’s on the web or on the phone, texting or talking, people today are immersed in data and have grown to expect immediate, always-on access to these channels for gathering, sharing, and ver…

Today – Win Column

We had a new team member begin today.  For me, it is always kind of fun to help someone new start.  Maybe I have been in consulting too long.

Why I like to do on-boarding – I am good at it and it is completely measurable.  Value-Add is measurable.

If I can have someone new up and running, self-sufficient at the end of the first week – that is phenomenal!

It is easy when we bring on someone who has been contracting before – they ‘get’ it.

A new hire cannot be expected to do anything if they can’t access the tools – this includes knowing where they sit and ease of building access.  It is possible, although challenging.

It is so pleasant when the new team member remembers how painful on-boarding can be.

This year started out rough.  The first team member on-boarded after the mighty upheaval in organizational processes was more than a little painful.  It was so bad earlier this year that tears were shed.  That shall not happen again, on my watch.  It was a horrendously painful experience for everyone involved.   Save the drama!  My first goal is to eliminate externally caused drama, whenever possible.

A post-dramatic-event-root-cause-analysis identified plenty of process improvement opportunities for future team changes.

Today’s completely successful ‘one and done’ kind of on-board clearly identifies the value of the process improvements implemented.

Monitor Shopping

I didn’t know I needed to be monitor shopping, but I am.  I am very happy to announce I know the difference between a CRT and LCD/LED.  Thank you very much.  The last time I thought about this topic, that was the primary decision point.  

Here’s the plus – I know how to value the purchase.   Merchandisers these days do a pretty good job of clearly identifying what is in the box.  So, I need to know more than just making the purchase.  I need to know what will make it useful.  The Purpose for my purchase.  

I was always one of those moms that made sure every, single toy my children received had what was needed to make it useful. Sometimes they had to install the batteries themselves but they got the batteries too.  

So if I buy a new monitor, I will make sure I have all of the necessary cables to make it useful.  So tonight, I am spending my evening reading boxes.  Oh joy!