It’s all about the experience

It’s all about the experience


I recently attended a major customer service conference in London where over 200 forward thinking organisations gathered to review and discuss the latest trends in customer service.


A number of key themes resonated throughout the day including; the need to build strong relationships with customers and staff, developing connected strategies for a relationship led economy, understanding the new and increasing needs and expectations of customers. We are at a critical point in the service agenda and there is a real need to focus on longer term sustainable solutions rather than short term tactical ones.


All of the above are great observations but the primary insight provided was that the leading customer focussed organisations are looking to move from a transactional approach to one of targeted relationships and that the quality of these relationships is critical.


Great examples were given on how customer engagement and experience were top agenda points in the boardrooms. Senior executives were looking for clear examples of what their customers were thinking, how satisfied they were, how quickly the business was reacting and resolving issues and how the business was building closer relationships with these customers.


Measures and initiatives such as CSAT, NPS, Customer Effort, Co-collaboration and big data analysis were all sighted as ways in which feedback was being captured and reported.


The latest “buzz” subjects of needing to deliver omni-channel solutions and the importance of social media in business were mentioned of course but more in terms of aiding engagement and experience rather than being technology led discussions.


What does become clear is that in moving to an experience based approach organisations need to ensure that each of their channel offerings provide a consistent, easy to use and value-add experience for their customers and that measurement systems are put in place to ensure this is happening.


Another refreshing and timely realisation is the importance of creating high performance culture within the organisation that is focussed on customer and employees excellence. I am firmly of the belief that organisations need to focus as much time on identifying, developing, enhancing and measuring their employee journey as they do their customer journey and that this also needs to be a mantra in the boardroom. It is hardly surprising that if you don’t value your employees, invest in their development and foster an engaged relationship they might not deliver an exceptional and engaging experience to your customers. Delivering excellence and experience needs to be a habit within the business and organisational health and wellbeing is likely to have a significant impact on the bottom line.


With more and more customer interactions being conducted on self serve channels the importance of higher cost human interaction channels in enhancing experience grows. It is almost certain that the contact centre agent of the near future will have an even more important impact on the business than they do today. Now is the time to recognise this and start developing the skills and experience within the organisation to meet the challenges of the future. The contact centre needs to be recognised as the heart of the organisation, driving engagement and experience, rather than an expensive overhead that needs to be eliminated through automation.

I for one am delighted to hear the agenda is moving towards delivering more engaged solutions for both customers and employees and look forward with interest to seeing the words turn in to reality. This is something that is evident in the many world leading brands that we partner with at BPA Quality, a wish to not only push forward the quality agenda in terms of delivering higher levels of service to their customers but also a desire to develop their people to reach their potential.

Encouraging Employee Engagement In Your Contact Centre.

Originally posted on My Blog:

Encouraging Employee Engagement In Your Contact Centre.

The moment one of your team speaks, emails, tweets or web chats with a customer, your culture is present and displayed. Whatever the purpose or current situation in your contact centre without getting your culture right, you will never fully realise your potential regardless of your offering, technology or training.

Culture – everyone owns it!

Most organisations have aspirations around developing a high performance, high engagement culture across the business.

From a contact centre perspective it is vital that the overall business culture objective is clearly understood and that specific strategies are defined and delivered that ensure team member engagement, ownership and buy-in

In practice this means real involvement and engagement in the development process from the contact centre leaders and the wider team and critically an understanding that this is not just words but something that underpins the way of working across the…

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Sorry I wasn’t listening …

Originally posted on BPA Quality | David Blackwell:

Ever wonder what makes one agent successful and another not? Why can two people who have the same training, tools and support perform so differently? If you wonder that, you’re not alone!

A few years ago we had just started a contact center quality project for a client and held a kickoff meeting. During this meeting we wanted to find out the needs and asked what they wanted to achieve. The Director took me to the door of her office and pointed to an Agent in the first row of the center. She went on to say, “This agent, Joe is his name, has 15% more sales than any other person in the center. How can we get the other 500 or so Agents in the center to do the same?”

It was an interesting challenge, though the reality is that’s what most of our clients desire…how to replicate the…

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You Need A Coach

Originally posted on BPA QUALITY: Expert Series By The Professor:

I am a runner, I love to run. A few years back, I set one of my best times as a 40+ year old for a 3 mile run, averaging about 7.5 minutes per mile. I felt great about this result. The very next day, my then 9-year old daughter runs into my office, with a grin ear to ear and proceeds to inform me that she set the school record for the mile, running it in just shy of 6 minutes flat. All of a sudden, I wasn’t that great anymore, and I didn’t realize it until someone told me. Aside from being much older, I had no idea why I couldn’t beat a 9 year old. I needed a coach to get me there.

Your call center agent is much the same. They carry on their daily activities to the best of their knowledge or ability, each with…

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Sell Yourself

Originally posted on BPA QUALITY: Expert Series By The Professor:

“The best way to succeed in this world is to act on the advice you give to others.”

-Napoleon Hill

Ever notice how the best CEO’s are also the ones who have the most consistent and passionate message? They have strong core beliefs and are willing share them with anyone who will listen. These people, and their companies, tend to be successful largely due to the fact that they sell to their own organization the same way they sell to their customers.

On a recent trip to visit, one thing I immediately noticed was that everyone in the company, top to bottom simply “got it.” They do a great job branding their services to their customers, and even a better job branding that same approach to their entire staff. While staffers were convincing customers to start websites, follow their dreams and head straight to “Go Time,” every agent…

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What is the role of the Coach in a Contact Center?

Originally posted on Call Center Coaching & Training:

Call Center Training

What is the role of the Coach in a Contact Center environment? It really depends on whom you ask. Many common responses from Supervisors/Managers are:

  • To Mentor
  • To Lead
  • To Motivate
  • To Encourage
  • To Guide

In contrast, many common responses from Contact Center Agents are:

  • To Correct Adherence
  • To Provide Stats
  • To Shorten AHT
  • To Produce Reports
  • To Point Out Errors
  • You can quickly see the varied perceptions of the role of a coach…but what should it be? We can start by asking a few key questions.

Are we truly motivating, encouraging and mentoring our Team Members?

How would your Team Members describe the effectiveness of the coaching/feedback they receive?

Are the things we feedback to our agents directly related to the satisfaction of the customer?

In many cases, feedback in a contact center environment focuses on emphasizing an agent’s short-comings and involves telling the agent what to change and how…

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True Vision in Quality Monitoring

Originally posted on giovanniaguirre:

The lesson we learn in business is that sometimes you need to think differently, take some risks and look at things from a different angle…and in this case, when you can’t even look. When listening is most important skill in your business, the best people who can do that are the ones that can only do that. What we will learn in this article is the process of adding to your staff with very capable visual impaired team members…the concept, the how to, the resources and the benefits.

BPA first started recruiting visually impaired staff members in 2006 after an internal brainstorming session on how to recruit candidates with greater listening skills. The initial conjecture was that a person who had lost one of their senses would heighten their remaining ones in order to help them during their daily lives. With this perspective in mind, it was our hope that…

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