Service: the key to being distinctive
Remember those days when you ordered an item from another country only to receive it a week later? Well, they’re over. Today’s consumers expect their shipments to arrive within an hour to a day. And they demand that you answer their questions right away. Fast, flawless service is a distinctive factor that’s generally considered to be more important than ‘the lowest price.’
Now, let’s consider an organization as a chain. The fast-paced order and delivery process puts pressure on this chain, which explains the growing need to make it more efficient. The key to doing this lies in informing everyone of their own objectives as well as those of their co-workers. Why? We’ll clarify it with an example.
From phone call to roadside
Suppose you’re a contact center manager at a roadside assistance service. You’re responsible for responding to customers as quickly as possible. Although this is your main goal, you’d also like to stay abreast of how other systems in the chain relate and whether there are any issues with them. Because customers will probably ask you questions ‘outside your comfort zone.’ For example, they’ll want to know when your people will arrive to help them. Now, such information does not fall under your direct tasks, and you might have to look it up. The problem is, if you want to provide your customers with top-notch, high-speed service, you need to be able to answer their questions _on the spot_. They expect you to do so in this day and age. Consequently, you should have immediate insight into such matters.
In short, it is important to share all information available with everyone who’s part of the chain. However, a contact center manager should only get a broad overview of IT updates, whereas IT employees require more technical details and less contact center data. So, everyone should get all discipline-related details as well as a summary of what’s going on in their co-workers’ systems.
Integral visualization: every service provider’s dream
All right. You’re in the contact center. Your customer is asking all sorts of questions. Don’t fret. Just imagine there’s a digital screen right in front of you, visualizing and as such providing an organized overview of everything that’s going on in all related systems. Suddenly, finding the information you need isn’t a burden; it’s a breeze.
In summary, you need to ensure an integral visualization of all subsystems to properly monitor all service levels and to be able to offer the service that separates you from your competition.
Need help in doing so? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and discuss your opportunities.