Around the presentation of the research, a number of speakers talk about their vision of the profession. For example, Patrick Lerou of Philips show how his organization wants to get much more attention for the customer internally with the Net Promoter Score. Lerou show with an appealing image that a satisfi customer does not always have to be loyal.
Egbert Jan van Bel show that nowadays it is all about superbrands with a positive dialogue by an enthusiastic community. In this, the use of social mia should not be central ghana phone number list but socializing with your customer. Matters such as service leadership, customer experience and social impact are becoming more important than the traditional value disciplines chain. After all, operational excellence is too often central in this and too much focus on efficiency can be the death knell for customer-orient work. How wrong this can go is shown by the research of TOTE-M.
Steering on old-fashion KPIs
>>The TOTE-M research, present by Katja van Wel, show that key performance indicators such as average treatment time and number of transfers are increasingly being us. These are indicators that are mainly focus on efficiency.
Customer KPIs such as customer satisfaction, customer experience, net promoter score or solvin The theory is a problem right the first time news from the world of digital (august 2023)are us much less. While these are precisely the KPIs that ensure that the customer is central in the contact center. Even more modern KPIs such as the self-service ratio (how well does an organization support the customer in solving his own problem) are still surprisingly little us for management.
The traditional ‘service level’ (how quickly is the phone answer) is still a widely us KPI, because many contact centers still have problems with this. list of us mobile phone numbers databases Although this should actually be a hygiene factor, many organizations still do not have this in order.
The ideal image is clear
There is a case of steering on apparent efficiency, according to Annemiek van . The theory is Moorst, founding partner of TOTE-M. Steering on average handling time is ultimately very expensive. In fact, all contacts can be seen as a complaint or an error. If you can’t figure it out – and that means that the content on the website is not good – then you call. If you are a digital illiterate – and there are fewer and fewer of them – you call immiately.
The employee is the direct owner of this case to bring it to a successful conclusion. Measurement of First Contact Resolution must be done throughout the chain. The case on the web – fail self-service – and the solution of the employee on the phone are f back into the organization. Process errors, content errors and missing knowlge are adjust. Organizations can save a lot in contact centers and at the same time increase customer satisfaction and NPS enormously. Avoid worthless encounters – the customer hates them – by steering on the right KPIs. If you master this, you are good at Operational.
