Recently, we visited a number of European countries, repeatedly encountering one common question: How do we retain highly skilled customer contact center employees? A fair thing to ask, as several media have reported that it’s getting increasingly difficult to have these much sought-after talents commit to your company. They are always on the lookout, tempted to leave once a better opportunity shows up. This emanates from the sad-but-true fact that working in an customer contact center has lost its allure over time.
By now, you have probably come to associate Texas Digital with Visual Management. That’s correct, because we support organizations with professional services in this field. But did you know that the way in which we realize our clients’ organizational objectives comprises a very creative process? We don’t simply deliver a solution. If you decide to work with Texas Digital, we join forces with you to implement a unique 5-step process. Allow us to elaborate!
If you call a contact center, who would you rather talk to: an employee that seems to be worlds apart from you or an employee that speaks and thinks just like you? We’re going to take a wild guess and say you opt for the latter. ‘Local for local’ is an important motto within contact centers, as people feel more comfortable talking to someone who speaks in the same dialect or is from the same region.
SLAs are nothing new. Virtually every company has them and tries to live by their rules. Traditionally, a wallboard is the tool which organizations tend to use to achieve this goal. It displays information that’s made available from one single system, keeping you up to date. Useful, you say? We’re here to argue that it’s obsolete and all wrong. Allow us to explain!
Say, you’re an employee at the Adidas headquarters. How would you like to feel when you’re at work? Of course, you’ll probably want to know how you’re doing in terms of performance. But that’s not all there is to your job. You’ll also want to feel at home. What does it take for the organization to accomplish that?
In the world of contact centers, ‘wallboard’ is a commonly used term. The idea behind it is that you ‘throw’ a few figures on the wall for everyone to read, and that’s that. At Texas Digital, we don’t believe in wallboards. Why not? Because information should be shown in and across departments – from conversion rates, sales targets, and customer satisfaction to employee motivation, birthdays,…
Whether you love or hate soccer games, you will undoubtedly have witnessed those moments when the ball accidentally ends up in a supporter’s hands in the stadium. A new ball is instantly brought into the game, but more often than not, the supporter in question likes to throw the original ball back, thinking they might be helping the players out.
Many companies that work with lean processes organize (bi-)weekly standups to discuss progress and performances. Based on detailed information, an overall score is assigned to each team. Usually, performances are categorized as good, average, or bad. Until the next standup, this will be the ‘label’ that a team carries along. Therefore, it’s important to ensure that teams don’t become demotivated. They need to be able to improve on a day-to-day basis and see their results right away rather than during the next standup. The key to achieving this is Targeted BI (Business Intelligence). Allow us to elaborate!
Targeted BI (Business Information) consists of making connections to all data systems, collecting information, and presenting all relevant data to the right (groups of) people to create real-time awareness. It is a must for every organization that wishes to work in an effective, streamlined, and organized way, so its people can achieve the best possible results. Why, you ask? We’ll explain it in this blog!
It’s January 2018. People everywhere have ushered in the new year and are generally in good spirits. Regardless of their resolutions, they’ve made all kinds of plans to make it a great and successful year. To achieve this all-important goal, it is paramount to have a beacon: a distant yet clearly visible point that you’re sailing towards. It so happens that this is also the case in Visual Management. Allow us to explain!