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Could the 22% of CX Professional Leaders please stand up? - Channel Doctors - ContactCenterWorld.com Blog

Could the 22% of CX Professional Leaders please stand up?

There are some fascinating numbers in the State of Customer Experience 2018: The Five Habits of Highly Effective CX Professionals, produced by Engage (www.engagecustomer.com) and Confirmit (www.engagecustomer.com) - and lots else, it’s a really useful document, full of great insight, research and ideas. However, I’m somehow unconvinced by its categorisation of 22% of “CX professionals” as Leaders.
Why?

Let me explain.

Firstly, I have a bit of a problem with the ‘professionalisation’ of customer experience. Of course there are particular tools, techniques and insights which are vital to improving customer experience, but fundamentally listening to customers doesn’t require the reserved membership or the equivalent of a medieval Guild. Practically anyone can do it and everyone in the organisation should be encouraged to contribute. Some of the best insights will be from the employees who spend all day dealing with customers in the field, on the shop-floor and in the contact centre.

Secondly, the ‘Leader’ category described in the State of Customer Experience 2018 is restricted to those respondents who could see “significant increase in budget in the next 12 months (9 or 10 on a 0-10 scale)”. Sorry, but I just don’t buy this! I’m not naive and I understand that in modern, complex organisations investment in the right techniques and technologies are needed as well as a - simple sounding; hard to achieve - willingness to try and understand what the customer wants. But empire and budget-building are no guarantee of anything. Surely better an unfunded and authentic customer orientation than a vast programme of journey mapping, C-SAT, CES, CX and NPS scoring that goes nowhere (and we’ve all seen just those sort of programmes in action)?

Fundamentally, achieving a great customer experience is very hard work for a variety of reasons. Although being given a bigger budget might be a great help (and presumably at least shows you’ve got some of the necessary support from the Board level) of itself it won’t achieve a thing - except make your search for those elusive sources of evidence of the (undoubted) relationship between customer experience and business performance even more urgent!

So, if – despite my reservations - you aspire to be a leading “CX Professional” but have little or no budget, then don’t despair! Here’s a list of 7 things you can do with no budget, except maybe the cost of a few train fares:

1. Set out on a road trip and talk to colleagues (and your suppliers’ and business partners’ employees) who are in contact with customers
2. Go online and take some customer journeys – make some calls, start a chat, follow the Contact Us directions and see what happens
3. Identify some real customers (at random or on the basis of feedback or complaints), make contact, tell them what you’re doing and ask to talk to them
4. Go the contact centre and listen to calls, read emails and chats and write some notes
5. Find out what groups within your organisation are developing new propositions, contact channels, offers and find out if they have a ‘customer representative’ on board. If they haven’t, find one. Quick!
6. Make a first draft of your CX priorities and changes
7. And be prepared to adjust it as you go – your organisation isn’t static and neither are your customers

Source: https://channeldoctors.co.uk/2019/01/11/could-the-22-of-cx-professional-leaders-please-stand-up/

Publish Date: January 11, 2019


2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

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PRILINK

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A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

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Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
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Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 



View more from Channel Doctors

Recent Blog Posts:
April’s Regulation & Compliance Update from the DMA’s Contact Centre CouncilApril 17, 2019
March’s Regulation & Compliance Update from the DMA’s Contact Centre CouncilMarch 20, 2019
What’s happening to the UK’s ‘Middle Tier’ Outsourced Contact Centres?February 18, 2019
January’s Regulation Hub Update from the DMA’s Contact Centre CouncilJanuary 28, 2019
Could the 22% of CX Professional Leaders please stand up?January 11, 2019
December’s Regulation Hub Update for the DMA’s Contact Centre CouncilDecember 19, 2018
November’s Regulation Hub Update for the DMA’s Contact Centre CouncilNovember 19, 2018
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