Published: April 03, 2019 | Comments
One of the most critical — and difficult — aspects of managing a contact
center is to provide services that satisfy changing consumer demands. Those
who fall behind pay a brutal price: dissatisfied customers, insufficient
support from the organization and low morale in the contact center. But
those who stay ahead of the curve enjoy strong customer loyalty and the
many benefits that come with it. The stakes
Most organizations have discovered firsthand a basic reality of customer
psychology. When you improve your service, customers rather quickly
progress through four distinct stages:
1. They appreciate it.
2. They get used to it.
3. They expect it.
4. They demand it.
Consequently, continually improving services to meet evolving customer
expectations is a mandate in today’s environment. In leading contact
the 10 customer expectations
are an important part of the organization’s development and culture. The
list is sometimes plastered to the wall — literally — and works its way
into everything from strategy to process design to day-to-day planning and
In short, the best-managed centers have an incessant focus on evolving
customer needs and expectations. They are continually redefining plans and
reshaping services around those expectations. They know that what worked
yesterday will not necessarily work tomorrow.
Excerpt from Call Center Management on Fast Forward, Brad
This blog post is part of a series on the 12 Characteristics of the Best
Managed Contact Centers. Read about
Characteristic #1: They Produce High Levels of Value
Characteristic #2: They Have a Supporting Culture
Characteristics #3: They Know that Their People Are the Key to Success.