Tag: people

Business, Collaborating, Customer Experience, Customer Focus, productivity

When is a Contact Centre, NOT a Contact Centre

Imagine asking 100 people to describe a Contact Centre. Most would likely envision a bustling office space with employees wearing headsets, sitting in front of computers, and handling phone calls. This common perception, however, limits our understanding of what a contact center truly is and inadvertently excludes other businesses from recognizing themselves as part of this ecosystem.

Yet, there’s a missed opportunity in this narrow perspective. Consider the remarkable advancements in Contact Center Technology.

Technology evolves rapidly, often leaving us struggling to keep up. Just think about the capabilities packed into your latest iPhone or Android device—it’s more powerful than the technology that once took us to the moon.

The ongoing technology revolution brings both complexity and immense capability. Unfortunately, the terminology itself sometimes leads to exclusion, preventing businesses from realizing the substantial benefits available.

Consider this scenario: A business leader or owner dismisses the idea of using contact center technology because their company doesn’t fit the traditional contact center mold.

Remember, every business relies on customers for survival. These very customers interact with your business, reaching out and receiving responses. Are you following so far? Excellent.

These customers are part of the same ever-changing cycle as we are. They, too, embrace technological shifts. Moreover, consider how the demographics of your customer base influence the transition from “real-time live voice” conversations to more digital, near-real-time, or asynchronous interactions—think WhatsApp and similar channels.

Ignore these changes at your peril, because we all know that customers will vote with their feet if you are not able to offer them the flexibility and choice that they demand of us.

This is not about Tech for Tech sake, but embracing the inevitable change that is happening with or without us. 

A word of caution, however. Do make sure that you plan this well and consider the fallout should you get this wrong. And some of the wrongest (I know, but it felt right to use the word) implementations are from some of the largest companies on the planet – why – I can only surmise that they feel they CAN, because they are the 400lb gorilla – but we all know they are wrong don’t we.

So my advice would be to dip your toe in the water and introduce these emerging DIGITAL channels into your NON-CONTACT CENTRE businesses and do it well. Making sure that you are not building them in siloes, but doing it in a joined up and connected way (Omnichannel) that keeps real people at the heart of the changes – your staff and your customers. 

Equally I would also investigate how AUTOMATION can better serve your customers – including Artificial Intelligence solutions using Generative AI. Although there is a place for less sophistication for some interactions 

Want some help and advice – just ask. I don’t bite, even as a Leicester Tigers 🐯supporter 😜

Business, Customer Experience

Evolving Beyond the Contact Centre:

Embracing Omnichannel Customer Engagement

In today’s fast-paced and interconnected world, the way businesses interact with their customers has undergone a remarkable transformation.

Gone are the days when a “contact centre” referred solely to a physical location where customers made phone calls for support or inquiries. The advent of technology and the rise of multiple communication channels have rendered the term “contact centre” somewhat outdated. Instead, we now find ourselves in an era of omnichannel customer engagement, where businesses must adapt to effectively cater to customers across various platforms. In this blog post, we will explore the evolving nature of customer interactions and the need to embrace a more comprehensive approach to customer engagement.

Old style telephony operators ~1950
Just logging on

The Expanding Horizon of Customer Engagement: 

In the past, businesses primarily relied on telephone communication to handle customer interactions. The term “contact centre” emerged to describe a centralised hub where agents managed incoming and outgoing phone calls. However, the rise of digital channels, such as email, chat, social media, and messaging apps, has expanded the scope of customer engagement beyond traditional telephony. Customers now expect seamless experiences across multiple channels, demanding prompt responses and personalized interactions.

The Limitations of the Traditional Contact Centre Model: 

The traditional contact centre model, designed primarily for voice-based interactions, falls short in meeting the demands of modern customers. Relying solely on phone calls limits the efficiency and effectiveness of customer service operations. Customers may prefer different channels based on their preferences, urgency, or the complexity of their issues. Failing to provide a cohesive and consistent experience across all channels can lead to frustration, dissatisfaction, and potentially losing customers to competitors who prioritize omnichannel engagement.

Embracing Omnichannel Customer Engagement: 

To adapt to the evolving landscape of customer interactions, businesses must embrace omnichannel customer engagement. This approach focuses on seamlessly integrating all customer touchpoints, whether through phone calls, emails, live chats, social media, or any other relevant communication channel. By doing so, companies can provide a unified and consistent experience across platforms, ensuring that customers receive the same level of support and engagement regardless of the channel they choose.

Benefits of Omnichannel Customer Engagement:

  1. Enhanced Customer Experience: Omnichannel engagement allows businesses to provide a more personalized, convenient, and consistent experience to their customers. Customers can effortlessly transition between channels while maintaining the context of their interactions, leading to increased satisfaction and loyalty.
  2. Improved Efficiency and Productivity: By leveraging the power of automation, artificial intelligence, and unified customer data, businesses can streamline their customer service processes. Agents can access comprehensive customer information across channels, enabling them to resolve issues faster, reduce handling times, and ultimately increase productivity.
  3. Deeper Customer Insights: An omnichannel approach enables businesses to gather valuable data and insights about customer preferences, behaviours, and pain points. These insights can be leveraged to develop more targeted marketing strategies, refine products and services, and identify opportunities for improvement.
  4. Competitive Advantage: Embracing omnichannel customer engagement is becoming increasingly crucial in a highly competitive market. Businesses that prioritize seamless interactions across channels differentiate themselves, attract and retain more customers, and build a strong brand reputation.

The term “contact centre” perhaps no longer encapsulates the breadth and depth of customer engagement in today’s business landscape. To meet the expectations of modern customers, companies must evolve beyond the limitations of a single-channel approach and embrace omnichannel customer engagement. By seamlessly integrating various communication channels, businesses can deliver a superior customer experience, drive efficiency, gain valuable insights, and gain a competitive edge. The future of customer engagement lies in the ability to adapt and cater to customers wherever they are, on whichever channel they prefer.

This also means that for many organisations, a shift in thinking from:

“We don’t have a contact centre”, to:

“Yes, we absolutely engage with customers across many different channels and need to embrace technology to ensure we meet the customers’ needs and expectations”.

Business, Leadership, Personal Management

You hired good people so let them get on with it!

As a manager or business owner, one of the biggest responsibilities you have is to assemble a team of skilled and capable employees who can work together to achieve the goals of the organization. But sometimes, as the boss, it can be tempting to micromanage and control every aspect of your team’s work. However, this can actually be counterproductive and limit the potential of your employees.

When you hire good people, it’s important to trust that they have the skills and expertise needed to do their job. By constantly checking in on them, second-guessing their decisions, and imposing unnecessary rules and restrictions, you risk sabotaging their creativity and motivation. This can lead to a decrease in productivity, disengagement, and eventually, high turnover.

So why not let your employees get on with their work and give them the space and resources they need to excel? Here are some reasons why it’s important to trust your team and let them take ownership of their work:

1. Fosters creativity and innovation: When you give your employees a sense of autonomy and ownership over their work, they are more likely to explore new ideas, take risks, and think outside the box. This can lead to innovative solutions and fresh perspectives that can help your business grow and thrive.

2. Builds trust and loyalty: By trusting your employees to do their job, you demonstrate your faith in their abilities and create a sense of mutual respect. This can build a culture of trust and loyalty that can motivate your team to go above and beyond for your company.

3. Increases job satisfaction: When employees feel like they have control over their work and are trusted to make important decisions, they are more likely to feel satisfied in their job. This can lead to higher engagement, better morale, and reduced turnover.

4. Improves productivity: Micromanaging can be a huge time-suck, taking up valuable hours and resources that could be better spent on more important tasks. By letting your employees take ownership of their work, you can free up your time to focus on bigger picture tasks and help your team become more efficient and productive.

In conclusion, hiring good people is only half the battle – you also need to give them the space and trust they need to do their job. By fostering a culture of autonomy, innovation, and mutual respect, you can build a stronger, more engaged team that is motivated to take your business to the next level. So next time you’re tempted to micromanage, remember: you hired good people, so let them get on with it! And you’re free to support the business growth 😉

Here to help you.
Business, channel, Customer Experience, partnership, Social

Nostalgia isn’t what it used to be

I recently came across some photos and as is often the way, it sparked a bit of retrospection. Thinking back to the experiences I was afforded in a role I held previously when I was employed at global telecoms vendor Avaya – and there were many. These experiences were for the most part shared with the folks working in our channel partners and most of whom I have personally known for more than 30 years. This is going to shock the reader because I know what you’re thinking – you simply do not look old enough Graham! 😉

Anyhoo, back to my reminiscing. The photos that I came across were from a trip we had to the Kruger National Park, followed by a few days in Mozambique. I am going to share these on Linkydink and Twitter for my good companions and friends to join me in the (hopefully fond) retrospection. So no people tags here, but if you are reading and reminiscing too – enjoy

Business

When selling isn’t selling

 

 

 

 

 

 

I have a perspective that says we are all selling at some time or other despite the fact that our role title may not have the word “sales” in it.

I have worked with a wide range of different people with differing skills and life perspectives and occasionally there was a tacit understanding that whilst the “sales team” carried a responsibility for the “number”, everyone had a responsibility as a representative of the company to present a positive external image to the World at large and in so doing increased the potential for businesses to want to work with us.

This has not always been the case, and at the other extreme, I have experienced the silos of “you are sales” we are….. etc. Whilst I am not saying that this is right or wrong, what I am intending to highlight is the fact that I believe, we all have a responsibility as a member of the business team to take the job of representing the business as positively as we can as “ambassadors” if you will. In so doing, it is my belief that this will create a wave of good-will that can only be positive. Remember of course that the reach of social media can play a big role in this and everyone in the business knows people – very often people of influence and potential customers for your business’s services or products.

Make sure you are a person of value to yourself and your business and ultimately you are contributing to the success of the organisation – PLEASE don’t just leave it to the sales team

Business, Leadership, Personal Management

Who is coaching you?

never quitWhether you are Jonny Wilkinson, Steph Houghton or Mo Farah, the one thing they all have in common is that they all had, and continue to have support to develop their skills and success – a sports coach – in fact probably several coaches with differing and complementary skills.

How about you? Are you so talented that you don’t need coaching? Maybe it’s more simple than that – you simply lack ambition?

No of course not, It’s none of the above is it….you just haven’t been thinking in these terms have you? But now that we are discussing it, it makes sense doesn’t it? In fact it’s rather more common than most of us might think.

So now you are thinking about it – what will you do differently?

Give me a call now – that’s right be a “do it now” person of action.

Success awaits you – the bold and audacious, I salute you.

Family, Learning

My parents continue to teach me

My mum has recently been diagnosed with a life threatening illness and yet she remains the strongest and bravest member of our family.
My mum and my dad have been together for 57 years and their love is as strong today is it ever was.

My older brother shows strength, patience and caring like I’ve never experienced before and all of this is teaching me so much (he’s always all of these things, but I’m witnessing it for myself at an important life moment).

We are not a Walton-esque family by any means. We all lead fairly independent lives and I live a distance away, but we are a family that cares for and about each other.

My parents can be trying (more so as they have aged) because I’ve not been as patient as I could or should be. This I have learnt in the last few days and I’m grateful for the lesson.

When horrible things happen, I firmly believe that there must be something positive to take from it and in this case I’m still learning to be a better person – with the help of my family and friends I’m a better man today than I was yesterday – or at least this is my hope.

Leadership

Can your Leadership repertoire run to coaching too?

I was watching the TV earlier in the week – Vera was the name of the programme in question and for those not acquainted, it’s a police detective drama.

There is the usual hierarchy on display with a hard working sergeant who is smart and growing in confidence in his role and adding enormous value to the case currently under investigation. What struck me about this particular episode was the fact that the Inspector, whilst valuing the sergeant’s inputs, was not particularly OPEN with him, and in fact the communication was pretty one-way traffic, apart from the issuing of instructions and orders – sound familiar?

At the end of this episode, there is a moment where the inspector and her sergeant are sitting in a car and the conversation takes a turn to matters of a more “personal” nature, and the sergeant speaks up to say that he learns a lot from her, and he needs her to share more with him to help him to develop……how true this must be for organisations around the World! The old paradigm of “knowledge is power” still rings through the corporate corridors and business “leaders” are jealously guarding their knowledge for fear that giving it away makes them somehow impotent. The reality is that this very act is holding back the success of the “group” and ultimately the business. This outdated thinking is also creating a positive reason why those very individuals being starved of help and support will most likely entertain the call from the “head-hunter” when he comes knocking.

Don’t let your fear and neurosis halt your progress, as it is through the success and development of the people you are responsible for, that you will deliver the result that you and your business are seeking.

But hey – what do I know!

Business, Personal Management, Social

Together Everyone achieves More – It’s true

I wonder when, during your busy schedule and heavy demands on your time, you last thought about an old (or current) friend or colleague for whom life has dealt a different set of cards!

We all know that we are enduring a tough downturn in the global economy, and the result for employment numbers is not great. However, pragmatically, times of change often present opportunities albeit that uncovering them is sometimes a little more challenging. Thinking about others is a great way of taking some of the personal stress away – especially when licking your wounds because you’ve not had your best day.

I decided recently, as I was thinking about what I could do to help, that I would use my online presence to assist my friends to raise awareness for them. I decided to dedicate a page of my blog to promoting their profiles and CVs as my part in helping them to secure a new role. Follow this Link to review them

I read an article recently that bemoaned larger “corporates” who were taking the lions share of the available “talent” and I felt compelled to comment that this was not the case. There is an fact a lot of talent available, it just doesn’t shout about it. Their CV might not be the best written in the pile, or they might not use sufficient wow words (my daughter in year 6 has used this descriptor recently) to showcase their capabilities, but it is there.

I would urge you to do a couple of things:

1. Think today (and every day) what little thing can I do to help – and do it

2. Doing what I have always done to recruit will get me the same results I have always got, so think about a small change and look beyond the CV and you might strike gold

But what do I know

Personal Management

I wish you enough

This story was emailed to me by a friend a few years ago, and recently the words “I wish you enough” jumped into my conscious thoughts as I was writing a comment on someone’s blog. I love the story and the meaning, so wanted to take the moment to share it with you here and hope that it resonates with you too.

To my family and friends – I wish you enough

via I wish you enough.