Is Your Call Centre killing Great Customer Experiences?

Part Two. In Part One we reviewed how poor metrics drive bad behaviours. Lets dig deeper with a typical scenario…

And if you think this experience is unusual grab a coffee and google ‘poor customer experiences’.

Leadership Delusion

The leadership team can talk until they are blue in the face about customer centricity but if they insist on metrics designed for running factories everyone suffers. Here’s another typical conversation:

In all three instances the customer did not achieve a Successful Outcome.
In fact there is now more effort required by the customer, and also more cost and time to be incurred for the organisation if the customer does follow through. If the customer doesn’t bother that is more potential revenue lost.

So how does this organisation look to the browsing customer?
Pretty awful to say the least.

We know why this is so. Organisations like this are focused on measuring Outputs, rather than measures of Successful Customer Outcomes. If it is so obvious why is it so many persist in this Failure-Demand cycle?

Because they are measuring the wrong things.
And guess what? Yes, they will have automated those measurements and put them on fancy management dashboards so everyone can feel happy. Except the customer of course. But what does that matter?

In Part Three – a big reveal. A couple of techniques that will help shape Successful Customer Outcomes brought to you from companies like Amazon, Zara, Zappos and Emirates.

Now, please remember if you pay people to do dumb stuff they will get really smart at it.

Join our upcoming Coaching and Accreditation sessions online, LIVE & Interactive

Certified Process Professional
Master (CPPM)
10th Aug4 days @ 5 hours per day
Accredited CX Master
(ACXM)
18th Aug4 days @ 5 hours per day
Accredited CX Mentor
(ACX-Mentor)
1st Sep4 weeks @ 3 hours per week
Accredited CX Champion
(ACXC)
8th Sep3 days @ 5 hours per day
Certified Process Professional
Champion (CPPC)
22nd Sep3 days @ 5 hours per day
Certified Outside In Master
(COIM)
8th Sep7 weeks @ 3 hours per week

Recommended Utility – you will love this!

This last 12 months I have experimented with a marvellous little utility that boosts your social postings and articles. Watch the demo at the link below and you will be smitten too. https://lttr.ai/UPph

To give you some idea of its impact (and some cracking links) these were my results in the last 4 weeks.

TOP PERFORMING CAMPAIGNS
Your top 5 campaigns generated 89% of your total clicks last month.

Uncovering the Secrets of the Top Influencers
http://feedproxy.google.com/~r/CxObsession/~3/PAxm4qu_7xs/
645 clicks recorded last month

What does Google know about you?
http://feedproxy.google.com/~r/CxObsession/~3/S0PslFLderc/
236 clicks recorded last month

TipTop Influencers
http://feedproxy.google.com/~r/CxObsession/~3/bSeZIZ-b7rc/
221 clicks recorded last month

CX POWER Hour webinar
http://feedproxy.google.com/~r/CxObsession/~3/F9VdMfwUsX8/
181 clicks recorded last month

The Ten Commandments of Customer Experience
http://feedproxy.google.com/~r/CxObsession/~3/5Tbjywe6qv4/
143 clicks recorded last month

Join our upcoming Coaching and Accreditation sessions online, LIVE & Interactive

Certified Process Professional
Master (CPPM)
10th Aug4 days @ 5 hours per day
Accredited CX Master
(ACXM)
18th Aug4 days @ 5 hours per day
Accredited CX Mentor
(ACX-Mentor)
1st Sep4 weeks @ 3 hours per week
Accredited CX Champion
(ACXC)
8th Sep3 days @ 5 hours per day
Certified Process Professional
Champion (CPPC)
22nd Sep3 days @ 5 hours per day
Certified Outside In Master
(COIM)
8th Sep7 weeks @ 3 hours per week