ICMI: Performance Management to Enhance the Multi-Channel Customer Experience

Description:
When your customer attempts to connect with you via social media, chat, email, Web, or phone, are you tuned-in? What processes do you have in place to understand your customers and their behaviors? How do you tie customer satisfaction back to the contact center? Learn how world-class organizations are enhancing the customer experience through efficient management of quality, customer satisfaction, first call resolution, adherence, and access.

World Class Mindset (Company)

-- Hire Nice

-- Control Punishment

-- Policies = No

-- Thank You

-- Line of Sight

World Class Mindset (Agent)

-- I own it

-- Beyond the call

-- I am "US"

-- I know them

Notes

-- Engage conversations with the agents to get direct feedback, and then use it.  Telephony integrated into Salesforce is one method.  

-- Apple's front line supervisors are focused on one performance metric, the team's customer satisfaction.  The managers above that are measured on improving customer satisfaction. 

-- Keep the performance management simple

-- It's okay to focus on what's in the Box!!

-- Measure and tie by to the front line leaders

-- Need to measure employee engagement

What?  >> Why? >> How?

In most orgs, the performance management program starts with WHO.

Survey Says

-- We are understaffed

-- Can't pay enough

-- Reps don't care

-- Other departments

-- Our systems

-- Senior management

Make it simple, focus on a couple of numbers, focus on the customers.

-- Improving Quality is the conversation between the supervisor and the rep

-- Book, Good to Great by Jim Collins http://www.amazon.com/Good-Great-Companies-Leap-Others/dp/0066620996

-- Rethink access channels and SLA

Present the challenge without incentives, because agents will come to expected.  

Call Center Management on Fast Forward

http://www.amazon.com/Call-Center-Management-Fast-Forward/dp/0965909301

timm@csg