Concierge Excellence in CeX at the NSI Contact Centre
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Contact centre training: How to craft a comprehensive learning programme

Contact centre training: How to craft a comprehensive learning programme | Concierge Excellence in CeX at the NSI Contact Centre | Scoop.it
Wendy Brooks explains how a learning culture in the contact centre can drive customer experience improvements.

Via Thomas Faltin
NSI Contact Centre's insight:

Regina’s Insight: A good read. Every bit of this article validates for me that we’ve done well, we’re on the right track, and that you guys are awesome.

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Gamification: How to power up your contact centre staff

Gamification: How to power up your contact centre staff | Concierge Excellence in CeX at the NSI Contact Centre | Scoop.it
A comprehensive look at how gamification is best used in the contact centre, and how its ROI can be measured.

Via Thomas Faltin
NSI Contact Centre's insight:

Regina's Insight: How many of you have heard me refer time and time again to Mystery Shopping just being a ‘game’? There are rules of play, goals to be achieved, and strategies to master. Gamification is the application of game mechanics to influence behaviours and activities to measure and motivate. Exactly what we did for the recent Mystery Shopping campaign.

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Excerpt: The Economics of Customer Experience

Excerpt from Lior Arussy's Keynote Speech at the German CRM forum 2013.
NSI Contact Centre's insight:

Regina’s Insight: Watch even just the first minute of this for a good laugh… the remaining six minutes of it is worth watching also.

 

I love the bit about “crossing the parity line” – surprise me and impress me, consistency and meeting my expectations is NOT enough!

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15 tips to improve First Call Resolution in the Call Centre

A presentation by Jonty Pearce, Editor of Call Centre Helper looking at 15 tips of how to improve First Call resolution and improve Call Avoidance. Focusses ...
NSI Contact Centre's insight:

Regina’s Insight: This was an interesting YouTube video with some tips to improve First Call Resolution (commonly referred to in the outside world as FCR, which we here at NSI refer to as the ‘one stop shop’). I’m pleased to say that we’re already currently doing a lot of what’s been suggested here!

 

Some of these are:

(a)   “To build a champion team to form a task force” – this is very much akin to the Institute Concierge Team we have formed which includes the Contact Centre as well as some representatives from the campuses ready to be mobilised for marketing campaigns and other goal-specific projects.

(b)   “Improve product knowledge” – this is in my opinion one of the easiest areas to fix. We’re implementing a rigorous induction process, and have applied methods of continuous on-the-job training. Having an intimate understanding of our Career Guides is a must!

(c)   “Start fixing broken processes” – all the work underway to form a new business model and the implementation of SALM are initiatives that directly address the need to fix what’s currently a little broken.

(d)   “Ditch the ACD stats” – I receive these ACD stats daily, and while many Contact Centres base performance on these, I do believe that they measure only a very small component of what we are aiming to achieve as they tend to focus on speed rather than quality. Take your time with each enquiry, be they via phone or email, as quality will always always always be more important than quantity. If we have a backlog of volume as a consequence of spending more time on an enquiry, that’s my problem to address, not yours!

(e)   “Turn agents into customer advocates” – I can honestly say that you guys always have the customer’s best interest in mind, and I’m very proud of you as a team for having such in-built care and attention for our customers. #champions.

(f)     “Answer your emails quickly” – while I know that the Institute is encouraging response times of 24 hours, I do firmly believe that our Contact Centre benchmark of 4 hours is what will pip the service from ‘good’ to ‘great’. Once we achieve email response rates of 1 hour, we will become ‘exceptional.’ Imagine this even as a customer yourself. Trust me!

(g)   “Build better links with marketing” – I can not profess enough how well-positioned we are to adopt this strategy. Having spent two years under SaCE with personally groomed by JM himself, we are virtually the love child of SaCE and Campus Services. I will make sure that there is continuous collaboration between us and Sales (#karl), Creative (#tim), and CeX (#sophie) to optimise our relationships.

(h)   “Technology” – we have leveraging off what tools we have currently, so the IVR for instance will undergo a massive revamp in the coming weeks, the CEM is gaining momentum with its onboarding, and even using Scoop.it at the Contact Centre as an online tool we can use to bring innovation to the way we share (and implement!) world-class ideas.

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Be careful benchmarking yourself against other Contact Centres

Be careful benchmarking yourself against other Contact Centres | Concierge Excellence in CeX at the NSI Contact Centre | Scoop.it
Be very careful benchmarking yourself against other Contact Centres – particularly in the same sector. The danger is that you may be replicating bad pr.
NSI Contact Centre's insight:

Regina’s Insight: Be careful benchmarking ourselves again other campus front line teams. They may have a different set of goals, visions, and leadership styles that they are governed by.

 

For me, it’s simple. Let’s compete against what’s world-class. A 24-hour email response time might be commendable to most – but 1 hour is what I think stands for some seriously potent customer experience achievement.

 

When was the last time you remember receiving a very gracious response for having responded to an email after 24 hours? Contrast this to what affirmation you receive from emails you’ve returned within the hour.

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21 Ways to Fine Tune Your Contact Centre - Call Centre Helper

21 Ways to Fine Tune Your Contact Centre - Call Centre Helper | Concierge Excellence in CeX at the NSI Contact Centre | Scoop.it
Here are 21 ways to fine tune your contact centre processes. 1. Have at least one FAQ issue published right next to your phone number Make sure th.
NSI Contact Centre's insight:

Regina’s Insights: 21 ideas… of which we are currently already doing 16. See below for the ones we aren’t!

 

(1)    Have at least one FAQ sheet by your phone number – YES

(2)    Review FAQs on a monthly basis – YES

(3)    Invite the Directors to visit your Contact Centre area – NOT YET

(4)    Recognise emerging leaders in the team and give them the power to change things – YES

(5)    Encourage patience, good manners and courtesy – YES

(6)    Thank your support areas and your management team – YES (#thanksHugh, #thanksMalcolm)

(7)    Eliminate internal red tape to accomplish a customer goal – YES

(8)    Get your managers to cook and deliver food to your staff – HMMM, LET ME SPEAK TO MALC ABOUT THAT, ALTHOUGH I THINK HUGH WOULD BE A BETTER COOK

(9)    Empathise with your customer’s predicament – YES

(10) Project focus groups give staff some ownership – YES

(11) Recognise the value of your staff – YES

(12) Management get a pie in the face if goals are met – UMM, NO, MUCH AS WE LIKE FOOD FIGHTS

(13) Be available for customers to talk to someone – YES

(14) Inject energy with lots of personal attention – HELL YES

(15) Let customers know you have their best interests at heart – YES

(16) Convert your break room into a restaurant – NO, GOOD IDEA!

(17) Have a circus-themed day – YES, YOU’RE ALL A BUNCH OF CLOWNS ALREADY ANYWAY

(18) Listen to your customers – YES

(19) A one-size-fits-all recognition programme is not effective – YES, YOU ALL DIFFERENT IN THE CARROT VARIETIES THATT YOU LIKE

 Make sure self-service options are visual and easy to find - YES

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Michel Falcon Customer and Employee Experience Coach and Keynote Speaker - Customer Experience Blog to Grow your Profits and People

Michel Falcon Customer and Employee Experience Coach and Keynote Speaker - Customer Experience Blog to Grow your Profits and People | Concierge Excellence in CeX at the NSI Contact Centre | Scoop.it
Just secured Michel Falcon, millennial customer and employee experience coach as our Keynote: http://t.co/Ff6qxqGhST http://t.co/N6tdFlTAbx
NSI Contact Centre's insight:

Regina’s Insights: Michael Falcon in this site describes himself as a “millennial customer and employee experience coach and speaker.” I’m a gen-X customer with baby boomer viewing habits, gen-Y purchasing habits, and a millenial’s view on the world. What are you? A good read for anyone who wants to understand ‘kids nowadays’ and the NSI Career Starter.

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Solving the Customer Experience Vs. Engagement Vs. Omnichannel Puzzle - Forbes

Solving the Customer Experience Vs. Engagement Vs. Omnichannel Puzzle - Forbes | Concierge Excellence in CeX at the NSI Contact Centre | Scoop.it
Solving the Customer Experience Vs. Engagement Vs.
NSI Contact Centre's insight:

Regina’s Insights: I tend to believe anything that comes from Forbes, and this is no exception. Here are some of my favourite bits:

 

“There are a myriad of factors holding companies back from effectively engaging customers. The primary inhibitor is their product-centric culture. The longer companies remain wedded to the belief that value is intrinsic in the product, the harder the road to growth and sales will become. Two other stumbling blocks are data and company legacy.”

 

“Data is like a thirsty person adrift on an ocean. Water everywhere with very little to drink. An intelligent company believes that organizational silos are the culprit because if data is siloed, then you have siloed insights.”

 

How can we at the Contact Centre make sure that the data we have the ability to share is bottled into good drinking water?

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Customer Experience Strategy is Uncommon | CustomerThink

Customer Experience Strategy is Uncommon | CustomerThink | Concierge Excellence in CeX at the NSI Contact Centre | Scoop.it
TY @lwright72 RT: Tools and process are not a strategy. #CEM Strategy is Uncommon @clearaction http://t.co/iBuxubgytY @Clarabridge
NSI Contact Centre's insight:

Regina’s Insights: This is how the Contact Centre has used the key ingredients identified in this article to form its own customer experience strategy:

 

(1)    “Shared definition” – we’ve talked, and talked, and talked some more, to come to agreement about a shared goal that we all believe in.

(2)    “Creating, communicating, and implementing” – we’ve understood the needs of our customers, we’ve asked them the right questions to probe further, and we’ve asked each other how to build a service that delights and inspires our customers.

(3)    “Choices on where to play” – we are the smallest of teams in comparison to our Campus counterparts, so we’ve needed to be strategic with what we prioritise, nimble and forward thinking with our tactics, targeted with what we engage in, specific about our goals, and resolved in our motivation.

(4)    “How to win, to maximise long-term value” – we’ve had a number of awesome wins over the year months and years that deserve acknowledgement. In just the last couple of weeks, coming first in the Mystery Shopping campaign not just within our Institute but within the State; our tremendous uptake of the CEM which quantifies the vast proportion of enquiries we are currently fielding. Here’s hoping that we will have a chance to properly celebrate these successes soon!

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How can we create an extraordinary customer experience today - Gillian James, TMI

http://tmi.ro http://facebook.com/TMIRomania http://linkedin.com/company/663214?trk=tyah How can we create an extraordinary customer experience today? How ca...
NSI Contact Centre's insight:

Regina’s Insights: So you know how I’m serially impatient and not the easiest person to impress, well in the first 5 seconds of this YouTube clip I’d prematurely formed an opinion that this may not be worth investing 14 minutes of my time on. I was wrong (shock horror).

 

8 trends we are seeing around the world…

 

(1) Customers want organisations to fire their IMAGINATION – Apple, Ikea, Nespresso

(2) Customers want to feel part of a COMMUNITY – banking industry, Puma, Zappos

(3) Customers trust PEERS – Tripadvisor, Polaroid

(4) Customers are solicited for ideas and become CO-CREATORS – KLM, Sainsbury’s

(5) Customers want what’s NEW – Instagram

(6) Customers want TECHNOLOGY – smartphones and self service (important implications for us at the Contact Centre as we move to online enrolments. “Humans must be better than machines at customer service – humans need to be problem solvers, they need to be complaint handlers, otherwise why not just have a machine.” Look out for this bit at the 10 minute mark of the clip.)

(7) Customers want to be told STORIES – Miele, British Airways

(8) Customers want KINDNESS – Virgin America, RAC

 

Watch this! Once we’ve all had a chance to view it, let’s workshop how we can build on these 8 principles at the Contact Centre.

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Breakdown - a movie about customer experience

http://www.michaelleander.com This 2 minute movie is a vision. But a vision that could have become reality a long time ago - if only marketers were more keen...
NSI Contact Centre's insight:

Regina’s Insight: Though the story seems a little far-fetched (and certainly a little cheesy), there’s a valuable moral nonetheless which relates to us at the Contact Centre – anticipate the needs of your customer, pre-emptively articulated to them a clear and distinct path of what the steps they need to take to achieve their goals, and make sure they’ve got connectivity with you in case they need further guidance along the way. Amongst the proverbial abyss of dealing with a government agency such as ours, they will appreciate you for it.

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The future of customer experience

BlackBerry takes a look into the future of customer experience. This videos depicts what the future of retailing could look like in the near future. A young ...
NSI Contact Centre's insight:

Regina’s Insight: This YouTube clip was created by BlackBerry and its view on the future of customer experience. It was certainly an interesting glimpse into what the world may look like in a few years’ time. Let’s get on the bandwagon and get innovating guys. #contactcentrerocks

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5 Examples of a Great Customer Experience

A little means a lot in the world of engaging customers. Here are five simple ways businesses are doing it right.
NSI Contact Centre's insight:

Regina’s Insight: We've made a whole heap of incremental improvements at the Contact Centre, and I can assure you that "a little means a lot". Have a look at the five examples in this article of very simple ideas from other customer-oriented industries that can contribute enormously to the overall customer experience.

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How to transform your contact centre agents into a team of strategists

How to transform your contact centre agents into a team of strategists | Concierge Excellence in CeX at the NSI Contact Centre | Scoop.it
Claire Richardson explains how your contact centre can support and showcase its rising stars.

Via Thomas Faltin
NSI Contact Centre's insight:

Regina’s Insight: We are a team of strategists. That is not an exaggeration. We’ve worked hard over the months and years to pool ideas, think as a group, and deploy a range of strategies that have contributed to the strong ‘Contact Centre’ brand and what we are reputable for.

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19 predictions for the future of the contact centre

19 predictions for the future of the contact centre | Concierge Excellence in CeX at the NSI Contact Centre | Scoop.it
19 predictions for the future of the contact centre http://t.co/7ZOkmBoFN1

Via Colin Taylor TRG
NSI Contact Centre's insight:

Regina’s Insight: Some interesting predictions on what Contact Centres of the imminent future might look like. I’m particularly interested in (1) gamification, (2) skype, (3) speech analytics, and (4) screen sharing, among the innovations mentioned.

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Colin Taylor TRG's curator insight, November 25, 2013 9:07 AM

Some great insights here: increase of home agents, promiscuity of channel usage, social media for contact initiation are key changes already underway. Treans with less traction to date, but which are coming include: gamification, Community and cross channel metrics.

To this list I would add- eLearning, traditional training and learning models are ineffective and will need to evolve to meet the needs of our agents, customers and companies

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Intrinsic - Contact Centre

The modern customer wants to be able to interact with your business 24/7, from any device and any channel. Learn how you can meet these complex needs.
NSI Contact Centre's insight:

Regina’s Insight: Very very very pertinent to the Contact Centre and NSI as a whole. I’m glad I’ve come across this YouTube clip. In 3.5 minutes flat, it has encapsulated my future vision for Contact Centre operations.

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Building A Customer Experience When The Experts Are Your Customers (Not You)

Building A Customer Experience When The Experts Are Your Customers (Not You) | Concierge Excellence in CeX at the NSI Contact Centre | Scoop.it
How to build a customer experience and handle customer service now that the experts are your customers (thanks to mobile, Google, and soon Google Glass): How to approach customer service customer experience design when your customers are more...
NSI Contact Centre's insight:

Regina’s Insight: In the age of everything-on-the-web, what's the value of customers speaking us when most of what they want to know is already online? Let’s understand and qualify our worth to a customer when we (1) validate their purpose and having made the right choice with NSI, (2) map out for them what journey to expect from here, and (3) strengthen their resolve to act now!

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The Business Case for Effortless Customer Experience | MindTouch ...

The Business Case for Effortless Customer Experience | MindTouch ... | Concierge Excellence in CeX at the NSI Contact Centre | Scoop.it
Did you know businesses are only able to "delight" their customers about 16% of the time? And that the cost of trying to induce such delight will “increase their [support] operation costs by 10-20%?”
NSI Contact Centre's insight:

Regina’s Insights: In what ways do we make the experience effortless for our customers? (1) A concierge-styled approach to enquiries taking the onus of responsibility to follow up on queries we need other people’s help to resolve, (2) Provoking call-to-action by making those blue sign up buttons as easy to click on as possible, (3) anticipating other queries they might have about what happens from here….

 

We’re on the right track guys! Keep up the good work!

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Customer Experience Rooms: What Are They? Should Your ...

Customer Experience Rooms: What Are They? Should Your ... | Concierge Excellence in CeX at the NSI Contact Centre | Scoop.it
Customer experience (CX) rooms — immersive, interactive spaces that help employees better understand customers — have emerged as a powerful new tool for bring customers and their journeys to life for workforces.
NSI Contact Centre's insight:

Regina’s Insights: I swear on my life that I was JUST thinking this! After all, how would one cultivate an innovative, customer-focused and high performing team, if one doesn’t have the physical environment to do so? (This certainly explains why the Contact Centre looks the way it does – it’s our own attempt at creating an immersive and interactive space that reminds us what we’re out to achieve).

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Learn From the Google Car by Automating the Customer Experience ...

Learn From the Google Car by Automating the Customer Experience ... | Concierge Excellence in CeX at the NSI Contact Centre | Scoop.it
Using automation to better customer experience doesn't necessarily mean that the customers have to interact directly with the automation. That means that automation can be used to increase efficiency within your company ...
NSI Contact Centre's insight:

Regina’s Insights: An interesting article about Google Car, automation, and customer experience. What do we automate now? What else could we logically automate?

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How to Create a Great Online Customer Experience - Business 2 Community

How to Create a Great Online Customer Experience - Business 2 Community | Concierge Excellence in CeX at the NSI Contact Centre | Scoop.it
How to Create a Great Online Customer Experience
Business 2 Community
For example, I can buy from one online store (for the sake of this blog, and how fantastic their online customer experience is, I'll name them), ASOS.
NSI Contact Centre's insight:

Regina’s Insights: This will only get increasingly relevant to us in the wave of everything moving online. While our current measurement tools are centred on face-to-face and phones, I am keen to speak with SaCE about developing a tool that measures the ‘online’ customer experience. Heaven knows we’re receiving just as many email enquiries now as we do face-to-face and phones.

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Meeting the Challenges of Omnichannel Customer Experience Requires the Marriage of People and Technology - Creative Virtual | CRMXchange Cyber Marketing

Meeting the Challenges of Omnichannel Customer Experience Requires the Marriage of People and Technology - Creative Virtual | CRMXchange Cyber Marketing | Concierge Excellence in CeX at the NSI Contact Centre | Scoop.it
Meeting the Challenges of Omnichannel Customer Experience Requires the Marriage of People and ... http://t.co/GT3CF9miEd #Customer
NSI Contact Centre's insight:

Regina’s Insights: You might not know it, but you are in fact already part of an omni-channel Contact Centre environment. This means that there are a number of channels that we engage with our customers. Currently we have phone and email, but the future may hold for us ‘face-to-face’ or ‘click-to-chat’. The challenge within an omni-channel environment is how to coherently measure performance when the channels do not feed into each other. We currently do not have the technology behind this yet, but in the outside world omni-channel companies use enquiry queuing software that integrates all of their enquiry channels.

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Customer-Centric Retention | MyCustomer

Customer-Centric Retention | MyCustomer | Concierge Excellence in CeX at the NSI Contact Centre | Scoop.it
The absolute most important aspect of customer retention is culture.  Culture is the way things are thought about, talked about, and done.  If TRUST is the basis for any long-term relationship, then a culture of trust is essential to customer...
NSI Contact Centre's insight:

Regina’s Insight: I hadn’t heard of ‘Kimpton’ before but it is a chain of boutique hotels and restaurants that are popular in the U.S. It’s been ranked as one of the top places to work within its industry, exceeding its direct competitors such as the Ritz Carlton, St. Regis and the Four Seasons. Their secret? “has achieved this because of their strong customer-centric culture of really knowing their customers, anticipating customers’ needs with great precision, and empowering employees to meet customer expectations.” Some interesting questions: Do you trust me? Do you believe in our goals? What extra empowerment do I need to give you!?!?

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Steve Jobs on Apple Customer Experience and Innovation

Steve Jobs talking about customer experience and innovation at the 1997 Apple WWDC (worldwide developer conference).
NSI Contact Centre's insight:

Regina’s Insight: Steve Jobs, among the greatest visionaries of our time, talks about the notion of ‘customer experience’ nearly 20 years ago. “You’ve got to start with the customer experience and work backwards to the technology” he professes at a worldwide conference of technology developers. It’s taken us nearly two decades to catch on, but we’re racing ahead to make up for lost time Steve!

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The Customer Experience Edge: When Customers Become your Advocates

It wasn't long ago that your customers got all of the information and guidance they needed from you. Now say hello to today's customer: More independent, bet...
NSI Contact Centre's insight:

Regina’s Insight: Today’s customer is “more demanding, better informed, socially connected.” NSI can no longer compete on price or product alone. We need to transform our customers into advocates who will promote NSI to others. What is the Contact Centre customer experience edge?

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