During IT in Housing delegates repeatedly agreed that IT teams play a leading role both as an enabler and visionary ensuring that data will be fully integrated into a single view or ‘golden record’ and that kit and systems are efficient.
However delegates accepted that to be successful, transforming tenant services is not an “IT project” and here is why…
When you use the “ultimate customer result” as the project driver, and acknowledge that sustained savings requires your customers to be motivated to return, you will deliver cost savings and customer satisfaction.
Looking at business transformation from a customer’s point of view radically changes the mind-set from a project to service delivery perspective. When projects only focus on ‘best in class’, only they may miss the best end-to-end result!
Using agile project techniques why not ask yourself:
As a tenant …
Tenants have an emotional connection to services. When you “make your services so good, people prefer to use them ” the outcome results in a fundamental reshaping of the delivery of your customer services.
Step 1 What do you want to achieve? Decide on the end-in-mind
Lift your vision above the technology to understand the ‘end-in-mind’. Analyse what ‘good’ will look like 24 months from now such as
Align the vision across all stakeholders to fully understand the journey you will need to follow.
Step 2 Document the business process and workflow; analyse and reinvent
Step 3 Implement in phases, one step at a time
Manage your risk. Working using a responsive project approach, your plan is phased each with a defined outcome and deliverable. Phases have start and completion dates and management is updated rapidly on any changes to the current phase. This means that the project risks are reduced.
Focus is enhanced – step wise projects ensure that the team is fully engaged and gives appropriate focus to individual transformation projects.
Step 4 Review the outcomes and refine from the beginning
Your transformation represents the potential for even greater future success. Assess every step, did you meet the targets and milestones?
When transforming your tenant experience is central to change, customers will do more for themselves and automation becomes habit. You will do more with less and team productivity will increase.
If you need advice along your journey, read our top tips or contact us and speak to one of our Solutions Architects
Publish Date: March 14, 2016 5:00 AM
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
|2.)||Orion Learning Services Inc.|
Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?
Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.
If you're looking to find the candidate/individual with the highest potential, call Orion today!
|3.)||TactiCall Recruitment Services|
TactiCall Recruitment Services
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
|How to secure more budget for your contact centre||May 9, 2017 5:00 AM|
|Liberty Contact Centre is certified for Skype for Business Server 2015||May 2, 2017 5:00 AM|
|4 best practices when moving your contact centre to the cloud||April 28, 2017 5:00 AM|
|Agent journey mapping: the secret to even better CX?||April 18, 2017 5:00 AM|
|10 ways to improve customer experience - part 2||April 11, 2017 5:00 AM|
|Complaints about nuisance calls are rising - help customers welcome your calls||January 18, 2017 5:00 AM|
|Three stages to achieve end-to-end customer experience||December 22, 2016 5:00 AM|
|3 Tech Investment Trends in Contact Centres||December 15, 2016 5:00 AM|
|Identify individual training needs for each agent – without management burnout||November 28, 2016 5:00 AM|
|Three steps to matching customer expectations||August 15, 2016 5:00 AM|