Secrets To Contact Center Success
The 6 Domains of Customer Experience You’re Not Paying Attention To - with Daniel Ord
Daniel Ord is the founder and director of OmniTouch International. He’s spent the last 20 years helping and inspiring people to deliver great customer experience, employee experience and contact centre performance.
As one of only 15 recognized training providers in the world for CXPA (the Customer Experience Professionals Association), he has deep insight into how to create world-class customer experience in your contact centres.
There are 6 domains of Customer Experience, which you’re probably not paying attention to. Daniel shares what they are.
Dan’s Top 3 Tips For Lifting CX:
Ask yourself whether the metrics you have in place to measure productivity are aligned with achieving your CX ambitions. You won’t achieve your ambitions by focusing on ones like number of calls handled and average handling time (23:15).
Develop a ‘service delivery vision’ - a one or two sentence statement that says what kind of service your contact centre delivers (23:49).
The whole organisation is responsible for delivering on CX. Not just the contact centres. Build relationships with other department heads, so you can work together to fix customer issues holding back CX (25:09).
You'll Learn:
Dan’s ‘circus tent’ metaphor for CX, and why it’s vital to understand it to lift CX in your organisation (04:50).
The 6 core competencies of CX, and how you contact centre can contribute to them (06:11).
The problem caused by asking an NPS (Net Promoter Score) survey at the end of calls (10:36).
The ‘spaghetti diagram’ and how it can help you lift CX (11:26).
The percentage of low NPS scores caused by other departments (discovered by the Head of CX, at the biggest bank in his country). The number will shock you (12:10).
The one question Dan asks to get a sense of how well a contact centre is operating (16:54).
Dan’s PQ and A model which highlights the metrics to focus on to lift CX. This will also help you recruit the right people (18:17).
Connect with Dan on LinkedIn: https://www.linkedin.com/in/daniellawrenceord/
If you want to steal some ideas on how to lift operational efficiency while reducing unplanned leave, send me an email (at blairs@bravatrak.com) and we can organise a 15-minute call over Zoom or Teams.