So many companies see their customer service department as a cost center for their marketing departments. They see the cost “benefit” of not putting a 1800 number on their website or burying it so deep that customers are forced to try the self-service route only.
September 14, 2014
CRC Section: How Zappos’ 10 Core Values, 21 Skill Sets Engaged Contact Center Employees, Raised Customer Loyalty
March 9, 2014
Zappos is widely recognized for its top-rated customer service and its customers’ fierce loyalty. Behind this is a culture of engaged employees fully embued with the company’s 10 core values. Jane Judd, senior manager of Zappos’ Customer Loyalty team, helps imbue these values into all Zappos’ employees. New hires have extensive training around all 10 values and each month the company picks a different value to celebrate. Ongoing training encourages employees to learn 21 new skills sets, part of the core value to “Preserve growth and learning.” Judd shared her expertise at IQPC’s 12th Annual Call Center Week.
December 8, 2013
What gives the call center a bad name is its history of coming up short on customer-centric objectives. When operating in a silo according to strict, antiquated policies that have nothing to do with current customer need, these centers are unable to deliver the delightful experience that create loyalty. And, as a result, they become the enemy of customer-centricity.
November 24, 2013
Call centre will be a nerve center of a brand where every single point of interaction between each individual customer and a brand converge(regardless of whether sales, retention or general commentary via social media to name a few typical verticals).
November 17, 2013
Contact centers are demanding places. It takes tenacity to implement and manage a complicated array of outbound marketing campaigns and inbound service and support programs that consistently surpass team KPIs. It takes focus and determination to hire, nurture and retain a workforce of agents and supervisors that may be geographically dispersed and increasingly work from home offices. It requires a firm hand on the wheel to implement processes for maintaining quality standards, correcting errors and achieving high CSAT and Net Promoter scores. And it requires that you juggle these demands while developing plans for how to adopt new and innovative technologies that can help streamline operations.
October 14, 2013
When consumers interact with a company representative, they have certain expectations. They expect the…
- Associate to answer their question or respond to their concern
- Associate to be knowledgeable, respectful and professional
- Company to extend appreciation to them for being a customer
October 6, 2013
To be customer-centric in our CRC, here are some questions we need to answer for ourselves:
- Do we need to do things differently?
- What is the new prescription for the customer experience?
- How do we operationalize this new view?
- How do we get it done?