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The Friction Hunters: Inspiring a Positive Impact on Customers - Teleperformance - ContactCenterWorld.com Blog

The Friction Hunters: Inspiring a Positive Impact on Customers

During this year’s Leader Insights Forum, international keynote speaker, author, and entrepreneur Steven Van Belleghem shared valuable insights that truly caught and maintained the attention of the event’s attendees.

In his talk, Steven detailed three variables that companies must focus on—they are time, energy, and money, three resources that customers have. In addition, he also introduced the concept of the “friction hunters.”

According to Steven, it is important to appoint friction hunters—people who are tasked to look at the way that you work with your customers and are listing frictions. “What kind of things that we have installed are frustrating our customers?” Van Bellegham asked the crowd. “The challenge is to create a culture where you can solve those frictions.”

For Van Belleghem, having friction hunters in your team is something that you can do on top of a mentality, and can be put into your own mindset to inspire a positive impact among customers. “If you create that mindset, then in one year’s time, the impact that you can have on customers is insane,” Van Belleghem shares.

For our latest Got a Minute? video, watch Van Belleghem elaborate on how to appoint and delegate tasks to friction hunters in your team. Find out how a simple, zero-budget mentality of incorporating friction hunters in your work culture can help you elevate customer satisfaction and enhance the customer experience. Watch our latest Got a Minute? video featuring Steven Van Belleghem by clicking here!

Source: https://teleperformanceblog.com/customer-experience/the-friction-hunters-inspiring-a-positive-impact-on-customers/

Publish Date: June 27, 2019 5:00 AM


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Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

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Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
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Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

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Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
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* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
 



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