Yaicha

Great article by Greg Levin in ICMI’s Customer Management Insight (CMI), Tactics of Truly Customer-Centric Centers.” I recommend reading it. Here’s a taste:

If I had a dollar for every contact center that claims to be highly customer-centric, I’d be able to purchase a condo in Aspen. If I had a dollar for every contact center that truly embodies customer-centricity, I’d be able to purchase a lift ticket in Aspen — maybe.

To get you started, here are the seven (7) “critical tactics of the most customer-centric contact centers” that Greg identifies:

1. They measure quality from both the company’s and the customer’s perspective.
2. They extend quality assurance efforts to self-service applications.
3. They use technology to detect — and act on — hints of customer dissatisfaction and dissension.
4. They capture key customer data that enhances service, sales and product improvement.
5. Their KPIs are strongly focused on the customer, not just on efficiency.
6. They make proactive outbound calls to new customers.
7. They ensure high levels of agent engagement.

call center management