A Path to Profitability in the Contact Center? Definitely!
Today I have the privilege of introducing to you our newest guest blogger: Steve Hofer. Steve has been evangelizing Customer Experience Management and contact center strategy for many years. He is currently a contact center specialist at Avaya. He has owned businesses in Chicago and California for over two decades, has worked for some of the leading and largest firms in telecommunications, technology sales and music distribution, and has an in depth understanding of how to turn positive customer experience into profits.
Profitability in the Contact Center? Definitely! Using What You Know to Find the Way
From decades of owning my own businesses and years of providing management and leadership training and endless hours teaching people how to use contact center solutions strategically, some key lessons and “success mantras” stand out:
- It’s not what you know, it’s what you use
- You can do anything …but you can’t do everything
- The faster the rate of change, the more frequently your Business Plans – and Customer Access Strategy – need to be updated
- The greatest ideas die on the drawing board if your team is not with you in body, mind and spirit
A few words on each of these:
It’s not what you know, it’s what you use
This was both the mantra we use when providing management and leadership training, and the recurring truth that I saw repeatedly at our training sessions; Many people know what they could do, should do etc., but the most successful business people put their knowledge to use and put it onto action more frequently. I observed a direct correlation between implementation and success rate. Or as Jack Welch calls it execution.
You can do anything …but you can’t do everything
I hated this phrase when I first came across it…probably because I was trying to do everything at the time. But I eventually recognized its wisdom – and my folly! I’ve come to embrace this in my personal life and seen the value of it in business. People and businesses that choose the one or two – or very few – things that they are going to focus on and then put enough effort in so that they do them really well, often have exceptional success rates.
The faster the rate of change, the more frequently your Business Plans – and Customer Access Strategy – needs to be updated
We live in an unprecedented era of millisecond based speed – and business change. Companies that succeed and thrive don’t have a business plan filed away. They have a dynamic living mission documented, put into practice, updated often.
The greatest ideas die on the drawing board if your team is not with you
The power of an aligned team of people can be amazing and inspiring. But plans do nothing; it’s people that implement them, own them, are enthused about them, believe in them – or not. An idea without a team behind it that supports it completely is headed for a rough ride – and strong odds of failure.
Making It Real:
In the Customer Experience Management team here at Avaya we’ve come up with a workshop, (yes, workshop) designed to take these principles and help folks apply them to their businesses. We’ve crafted a tightly focused four hour workshop being held at the Avaya Executive briefing center in Santa Clara, CA. Consider this: Increasing Profitability Through Customer Experience Management – Farce or Reality? According to Forrester research, companies that prioritize the Customer Experience generate 60% higher profits than their competitors. This is just one of the things we’ll ponder together as we discuss transforming the traditional Contact Center into a true Customer Experience Management environment.
If you’re a local yocal, or, even better, if you’ve wanted to head out to California for some fun-in-the-sun time, we’d love to meet you! To get more information and register for the workshop, please click HERE !