Executive Interview : 2015 / 2016 - Interview With Lee Pemberton From Inspired Performance Solutions
ContactCenterWorld.com wanted to know from some of its members about how they felt about the industry and trends they witnessed during the year. Lee Pemberton from Inspired Performance Solutions offers his thoughts on the past year and predictions for 2016.
In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
Getting and Keeping employees engaged in making a difference for customers.
Why do you believe has this been a challenge?
Most employees look at their work in the contact center as just a job instead of a chance to create a great experience for the customer and to really make a difference every day.
In 2016, what do you think will be the top priorities in the contact center industry for each of the following (1 answer for each please): a) Contact Center Directors b) Company Executives c) IT Directors d) Human Resources Directors?
A) Directors need to spend more time coaching and developing the people right under them, this will create a culture of Growth.
B) Executives need to have their own personal coach, this will get them more engaged in the most important thing, their people. Coaching must start from the top down. If you cant measure it you cant manage it, I am not talking about Contact Center Metrics, I am talking about people metrics.
C) IT must continue to make the processes more user friendly. We do not want to burden our employees with extra tasks when they should be focused on the customer.
D) Make sure you hire the right people for the right job, Don't just screen for skills, screen for personality and attributes to make sure they are suited to do the job, they can be trained on the skills.
What technology do you believe will have the biggest impact on the industry over the next 12 months?
The measurement of human metrics. Today's workers want to be able to make a difference, they need to know how to grow themselves so they can make a difference every day. We only get this by measuring their Attributes such as leadership then growing each and every day, then measuring again to show the growth or lack thereof.
What impact have "external events" even had on your company, and how have you adapted your business?
The contact center world is every changing with many new challenges. You must be able to anticipate those challenges so you are prepared to overcome them with minimal distraction.
Do you feel the service you personally get as a customer is better or worse than it was a year ago? Please share some examples to illustrate your view.
In many cases today's customer service is better than ever because many companies have put the focus on creating a great customer experience. My favorite customer experience is with Southwest Airlines. It is consistently great.
For contact center execs ONLY: How do you intend to improve your contact center in 2016?
Coach from the top down.
What contact center technology or other innovation excites you the most right now?
The measurement of human metrics.
What has been the most important contact center related conversation topic in 2015 (this year) and what are your views on this?
How do we get more employees engaged? Make them realize we work in a great industry and we should be proud of the work we do.
What do you think will be the buzz word / focus for the contact center industry this year?
Lastly, what do you think 2016 holds for the industry? (good or bad and where/how etc)
I think we continue to show the world we are not telemarketers, we are Customer Service.
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About Inspired Performance Solutions:
My company specializes in call center training. We have done training at the manager level as well as agent level. We work on manager effectiveness , communication as well as team leadership and sales. We are currently working with large companies like Alorica and CenturyLink. We do executive coaching for top level executives in the contact center space.
Published: Friday, December 11, 2015
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