by Aparajita Mazumdar
How do I hire and train the next generation of contact center talent? How do I make sense of the customer data deluge at my organization? How can I equip my supervisors to deliver effective coaching? For that matter, how do I even define effective coaching? How do I create an environment that enables reps to exercise their judgment? As a Customer Contact Leader, these are likely to be among your pressing concerns for the coming year.
We at CEB Customer Contact can hear you loud and clear, and we understand that sometimes a visit back to the basics is crucial. That’s why we are excited to launch our Contact Center 101 Portal to help you revisit the fundamentals of building a “world class service organization” in 2014. This resource center is a compendium of webinar lessons, case-studies, and tools that will function as a step-by-step guide in your journey towards developing critical contact center capabilities.
So let’s take a look at the top three 2014 Contact Center priorities and how you can use the 101 Portal to tackle these challenges:
- Hiring good-fit frontline staff for today’s increasingly complex service environmentIn the world of rising customer expectations and increasing live contact complexity, how can you hire frontline reps who have what it takes to deliver a low-effort customer experience? Use the Hire and Train for Customer Outcomes webinar to find out more about “control quotient” (CQ), and how it can boost rep performance by as much as 11.2%.That said, hiring top performers is only half the job done given the high attrition rates in the industry. Use the Developing Career Opportunities for Frontline Staff webinar to learn about tips and resources to retain and engage your top performers.
- Using many, but disparate and vast, sources of customer voice to improve service organization performanceYes, you hear this advice all the time….. a world class service organization needs to put customer voice at the center of the service experience. You NEED to be customer-centric, but how do you do it? How do you collect customer feedback that actually means anything? Most service organizations struggle to understand which customer data is credible and actionable. Use the Conducting Customer Surveys webinar to learn how to execute effective surveys that yield focused insights for customer experience improvements and rep performance gap identification.
- Driving frontline supervisor behavior change to effectively manage teams in today’s subjective and complex service environmentIn the current fast-paced service environment, your supervisors need to deliver effective coaching along-with a variety of other responsibilities. In fact, you cannot afford an environment where supervisors neglect coaching as it drives frontline performance more than staff retention, training, and recruitment combined. Use the Practice World Class Coaching webinar to teach your supervisors the art of integrated coaching.
Further, prepare different levels of your staff for their evolving responsibilities in quality 2.0 era of customer service using the Critical Staff Skills webinar. This webinar teaches your frontline reps experience engineering skills, equips your supervisors with world class coaching skills, and trains your QA staff to have a competency-focused approach to rep evaluation. In addition to the above topics, this portal has many other webinar lessons that will help you drive customer experience improvement at your organization.
Stay tuned for more “back-to-the-basics” refresher courses on our brand new 101 portal. Do let us know about other topics of interest for our upcoming 101 webinar series this year.
Related CEB Resources: