This is the third in a four-part series that the CCC team is writing on New Year’s Resolutions for 2012…as it relates to the customer experience, of course. Read parts one and two.
The ideal New Year’s resolution is meant to improve upon or fix a problem that existed for you the previous year. On the surface, it can be easy to see what your organization needs to resolve to do, but there are often deeper issues at play. The key is to identify and fix the root causes of your problems, rather than focusing on the outward symptoms of them. The tools we’ve designed the perfect resource for jump-starting your year and finding targeted areas of improvement where your organization needs it most. Here’s a short list of some of CCC’s top audit tools and assessments:
- Self-Service Failures Audit
If your organization is like any other, your self-service utilization is increasing but live call volume is not declining at the same rate. Why? CCC research finds that 58% of customers calling into the contact center have already been on the web for the same transaction. This data indicates a prime opportunity to eliminate some of the failure points, many of which are within the contact center’s immediate control. The Self-Service Failures Audit Tool enables companies to identify the greatest opportunity areas for web improvement to drive greater online self-service “stickiness.” Note: This version of the tool is intended for contact centers servicing and selling products to individual consumers. Members servicing business customers should consult the Business-to-Business Customer Service or Business-to-Business Technical Support versions of the Self-Service Failures Audit Tool.
- Customer Effort Audit
Service organizations have a distinct role to play in driving customer loyalty — namely, reducing the amount of effort the customer experiences in the resolution process. The Customer Effort Audit Tool enables you to identify the channel(s) where customers are expending the greatest effort (e.g., web, IVR, e-mail, chat, phone), and directs to specific CCC resources that will help reduce that effort — and, therefore, reduce disloyalty. Note: This version of the tool is intended for contact centers servicing and selling products to individual consumers. Members servicing business customers should view the Business-to-Business Customer Service or Business-to-Business Technical Support versions of the Customer Effort Audit Tool.
- Employee Engagement Pulse Survey
CCC’s 5-minute online staff survey acts as a quick “temperature check” for your staff’s overall commitment and effort level. This tool is designed to determine if an employee engagement problem exists at your organization. The questions in this survey were selected from our sister program that focuses on HR-related surveys and is comprised of over 110,000 employee responses as being key indicators for understanding engagement levels. Their research shows a distinct correlation between low levels of engagement, less productivity, and high turnover rates. - Operational Benchmarking Assessment
One of our most popular offerings, the annual operational benchmarking assessment plays an important role in driving your business objectives and setting service goals. This diagnostic enables you to benchmark yourself against your peers across a diverse set of more than 50 cost, productivity, and quality metrics that are integral to operating a world-class service and support organization. Please note that since this survey is annual, we only offer participation for the first quarter of each year.
Unlike the standard personal resolutions to stop eating junk food or jogging more than once a month, a work related resolution would likely have more structure and incentive to accomplish. If it’s work related, then you’re also more likely to call it project plan, rather than a resolution. Ultimately, the key to achieving success with planning and implementing a project plan for the New Year is to have a solid action plan and root causes identified, which is what all of these tools will help do. If you’ve already made your New Year’s resolutions, we’d like to hear how it’s going below!
Related posts:
on January 30, 2012
Respond
[...] Resolutions for 2012…as it relates to the customer experience, of course. Read parts one, two and three [...]
on February 1, 2012
Respond
[...] Harvard Business Review, a new directive from your senior leadership, or a recent blog post from Customer Service Buzz? (Pardon the shameless plug). What if we told you that there’s a source of ideas personalized [...]