My 11-year old daughter plays competitive soccer (or football, to the rest of the world) and her position requires that she’s almost constantly looking behind her (to see if she has defensive support from her teammates) and in front of her (to determine where pressure may be coming and how to avoid that pressure). In many sports (soccer, lacrosse, and hockey come to mind), this constant looking behind and ahead is known as “keeping your head on a swivel.”
So, as we turn the calendar to a brand new year let’s take a “service-focused” look behind and a quick look ahead.
At CEB Customer Contact Leadership Council, we continually recognize that organizations must deliver results both quickly and correctly. In 2015, we introduced three major solutions that help accomplish solutions both quickly and correctly.
1. CEB Ignition™ Guides – aim to provide intuitive steps and resources for your key projects.
In the short time that CEB Ignition™ Guides have been utilized, they have proven to be incredibly useful for service leaders and their teams. Among the half dozen or so that have been unveiled, two of the most popular are CEB Ignition™ Guide to Building a Competency-Based QA Program and CEB Ignition™ Guide to Designing and Deploying Post-Contact Surveys.
And we’re thrilled to say that we’ll debut even more of these sets of tools in the coming year!
2. The Portrait of the New High Performer – CEB Customer Contact’s 2015 major research study that uncovers the persona of the rep that is most likely to deliver low-effort experiences for your customers.
Additionally, this study gives you the insights (tools, best practices and other resources) you need in order to source, hire, and retain these different-in-kind staff members.
3. And, speaking of Talent, CEB Customer Contact also debuted CEB Effortless Experience™ Capabilities Builder – which helps service leaders improve the quality of their service experience by equipping their teams with the resources to hire for, develop, and reinforce the service skills proven to reduce customer effort.
This holistic approach to talent development and sustainment activities required to maintain and improve frontline staff performance has already proven to be a massive success with organizations with whom we’ve partnered, and we’re excited to expand these offerings to even more support organizations in 2016.
What do we have in store for service leaders around the globe in 2016? One word: Omnichannel. Or is it two words, Omni Channel? Or maybe it’s hyphenated: Omni-Channel…yeah, that’s it. Hyphenated.
And the deliberation over whether it’s one or two words, hyphenated, or something else, simply opened the door to questions that we aim to answer this year. Our Research Agenda Poll results show that Omni-Channel is both incredibly important and difficult to address for many service executives, so we’re already hard at work tackling this challenge and will share what we learn in the first half of 2016.
Until then, keep your head on a swivel!
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