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Creating a CX Center of Excellence - Their Benefits, Insights, and Examples - Servion - ContactCenterWorld.com Blog

Creating a CX Center of Excellence - Their Benefits, Insights, and Examples

Changing market trends and the disruption of a global health crisis have placed unprecedented pressure on customer service operations. As a result, we are seeing more organizations standing up a Customer Experience (CX) Center of Excellence (COE) to drive long-term value and deliver service experiences that surpass that of their competitors.

A COE is a centralized (sometimes virtual) unit of dedicated people within an organization that acts as a reliable, go-to source of information for everyone within the company for improving all things CX. Whether an employee is in Marketing, Operations, or Product Development, in San Francisco, London, or France, they will know where to go to find new CX process protocols, metrics, and important customer data.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Why Centers of Excellence Make Sense

  • You’ll gain much-needed access to subject matter experts: Beyond leading technologies, access to expertise remains a challenge for many organizations. A 2018 study conducted by McKinsey found that companies that move top talent to high-priority initiatives are 2x more likely to outperform their competitors in the form of returned shareholder value.
  • You’ll be able to innovate and adapt to changing conditions faster than your competitors: This access to expertise will enable your organization to innovate much more rapidly. In a recent survey, 80% of companies that expected to implement AI by 2019 failed due to lack of access to data scientists. Meanwhile, according to PwC, 61% of companies say the solution to reaching strategic goals is collaborating more across functions with greater expertise.
  • The stronger your focus, the stronger your output and achievements: According to Gartner, 95% of organizations that establish a Cloud Center of Excellence will deliver measurable cloud success through 2021. Research from McKinsey found that 60% of top-performing companies in advanced analytics have a “center of gravity” to drive their analytics efforts forward. In a separate study, Gartner found that 50% of organizations with more than three AI projects will establish a Center of Excellence for AI by 2022. In short, establishing a COE works.

Examples of CX Centers of Excellence in Action

  • Think of your marketing department. You’ve got your Chief Marketing Officer (CMO), your Marketing Manager, your Social Media Manager, various product marketing managers, your customer service executive and more. You may have these heads of various marketing and service-related functions gather in a COE to establish best practices for social and digital or live customer care, serving as a go-to source of information for relevant customer data, shared customer history, and different types of customized content that can be used across other departments for upselling and delivering better service.
  • You may create a centralized portal that is accessible to every person within the organization regardless of location. This kind of CX Center of Excellence can include formulas for calculating whatever it is you’re looking to improve on (ex: cost-based effects of efforts across different business functions). Over the course of weeks or months, you’ll begin to see gaps of where data was previously missing across different business functions or office locations. In this way, the CX COE can act as the single point of access for every office to source all change direction, internal and external communications strategies, and all the templates and instructions (employee training materials) needed for driving change and improvements.
  • You can hire an end-to-end, consultative technology specialist to act as an external centralized unit of dedicated people for your organization. Many enterprises turn to Servion for their CX COE due to our large team of certified engineers spread globally that covers the complete lifecycle of customer experience solutions.

Signs of a Great CX Center of Excellence

  • Your organization will actively improve CX and create new operational efficiencies with recommendations on best practices, emerging technologies, and shared services in a continuous improvement model.
  • You’ll be able to revitalize the role of your customer service/contact center by ensuring timely access to accurate information while maximizing the experience of your employees.
  • You’ll be able to more quickly address complex challenges that impact the experiences of your customers with access to the right data at the right time, and better collaboration with key stakeholders organization wide.

See how Servion can help stand up a CX Center of Excellence for your organization.

Publish Date: December 2, 2021 12:23 AM


2022 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Hello Direct

Poly, Jabra, EPOS, JPL, Cisco, Logitech
We offer a broad portfolio of headsets to include Headsets with QD (Quick Disconnect), DECT and Bluetooth wireless headsets, USB Headsets, Zoom and Microsoft Teams Certified Headsets, UC headsets, Contact Center headsets, Work From Home headsets, hybrid work headsets, and more! We supply all headset accessories to include ear cushions, mic screens, lapel clips, training-y cables, interface cables, EHS cables, replacement parts, and more.
Hello Direct offers headset Refresh and Voice Testing Services and a new UVC Sanitize Service where we use our commercial UVC cabinets to sanitize your headsets and handsets with UVC light technology.

6.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

7.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

8.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

9.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

10.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 



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