This time of year, many service leaders find themselves in the eye of the Perfect Storm:
Professionally, we’re faced with year-end wrap up, like finalizing strategy for 2016, plus spikes in contact volume & (sometimes unreasonable) customer expectations.
And, from a personal standpoint, the responsibilities during the final weeks of the year stretch from office parties and children’s concerts to holiday shopping and travel for friends and family.
Well, the good news is that we can help with the year-end wrap-up challenges. As for the personal responsibilities, you’re on your own.
The responsibilities for a service leader in the last weeks of the year can feel overwhelming, what with closing the books on the current year with an eye on creating success in the coming year. And while it would be nice to take a breath at the close of one year before beginning a new one, that’s not a feasible option.
Thankfully, CEB’s Ignition™ Diagnostic provides a solution for leaders trying to kick-start the New Year by mapping top opportunities for improvement with a clearly defined set of tools and best practices to help make those strides needed for success. Here’s how it works:
- You identify leaders of the service organization who have purview into setting and executing strategy for service and support;
- Those leaders then evaluate your Current State, 25 functional activities across two dimensions, current maturity and importance to the organization;
- CEB calculates the current maturity of the 25 functional activities AND identifies Next Steps, those areas of greatest opportunity for improvement that will have the most positive impact on the business.
With your results in hand you can save hours of effort that would’ve been spent trying to determine what your priorities should be and instead you’ll have the confidence that these are the opportunities that should receive your focus in the coming year.
Now if only we could develop a tool for handling visits to the in-laws …
CEB Resources
- CEB Ignition™ Diagnostic
- Implementation Tools
- CEB Ignition™ Guide to Strategic Planning for the Service Organization
- CEB Ignition™ Guide to Designing & Deploying Post-Contact Surveys
http://ceburl.com/1mxu