For those of you that joined us on September 25^th, I’m sure you will agree that the Webinar entitled “Customer Centricity: Creating a Culture of Superior Service” presented by Nolan Burris, President of Visionistics Enterprises was very engaging!  With almost 250 of you on the call, it was quite obvious that this was an important topic to cover. Nolan shared insights as to the makeup of a customer centric culture where providing superior service is the norm.  It didn’t surprise me that “attitude” was at the heart of it all but it was really interesting to learn what internal and external motivators drive attitude and what can be done to cultivate it. The presentation slides are available online, and an archive of the event is now available for you to download.

In addition to presenting the Webinar, Nolan was kind enough to provide us all with a great takeaway entitled “Customer Centricity – Creating a Culture of Superior Service” which highlights some best practices. Also, many of you asked for more information on the “Atti-tools” that Nolan mentioned which reward and recognize agents for a job well done.  Nolan was referring to Envision Centricity and you just might want to might to take a closer look at these tools.

Special thanks to Nolan for presenting such a great Webinar and to you, our guests for attending!

Post tags: Nolan Burris, call center motivation, QA, call center, customer centricity

Last week Envision had the pleasure of hosting its annual Customer Forum at the Sheraton Seattle and it could not have turned out better! We had a top-notch line-up of customer speakers including BCBS of Nebraska, Costco and Southwest Airlines as well as motivational speaker, Nolan Burris.  It was our goal to WOW our customers and provide them with ideas and best practices they could take back to their contact centers to WOW their employees and customers! We had two jam-packed days of business and technical sessions, a partner solutions expo as well as a live demo of our upcoming release, Envision Centricity™.

I enjoyed hosting two networking sessions: Tactical Management of the Contact Center and Quality Monitoring and Coaching Programs. Both were great environments to discuss trends, challenges and best practices and I would like to share a few with you:

One of the common themes I heard was “simplify”. One of Costco’s promises to its employees is to “keep it simple”.  Southwest Airlines agreed and shared how they are keeping it simple by combining and aligning their quality evaluation forms and tossing out skills that really don’t matter. Another hot topic was work at home programs.  Several customers in the house including Alaska/Horizon Airlines, Free & Clear and Staples have developed some great work at home programs and have seen their attrition rates lower pretty dramatically. The group agreed this is trend that will continue to grow!

Calibration was also discussed and it was clear that this is still a challenging area for contact centers to track and manage.  Below are two calibration best practice documents that I mentioned at the conference and I wanted to share. The first is a way to automate your Calibration sessions within Envision Quality Monitoring.  The second is a spreadsheet that will help you track your Variance.

Automating Your Calibration Sessions

Tracking QA Variance

If you have any questions or ideas on the subjects below please post a response! Thanks for all of you who came to Seattle for the 2008 Customer Forum- I look forward to seeing you all next year!

Post tags: Envision Customer Forum, agent effectiveness, Costco, Southwest Airlines, BCBS of Nebraska, Seattle