Process Optimisation

It reminds me a bit of the line from Predator ” “If it bleeds we can kill it””.

Well if you have a process invariably you can improve on it!

Hell, people have made a career out of it!

When looking at ways to drive more efficiency, increase sales, reduce talk time etc the first thing you look at is the PROCESS.

You’’d be surprised though on how many contact centres do not have all their processes documented….

So if you want to invest your time and money in improving your processes, start by making sure every step of the process is documented.

And, I’m just putting this out there as a crazy idea, talk to the staff on the phone who will most likely identify about 10 process improvements in a nanosecond!

How do you actually ‘do’ process optimisation?

There are a lot of different methodologies in business used to manage the process optimisation process. These include:

The other option is to engage a consultant – there are lots of specialist consultants in call centres all with varying levels of experience.

Recommended further reading: Implementing Lean & Agile into Contact Centres

Search a list of consultants who specialise in contact centre optimisation in our free CX Directory >>>

Upcoming Industry Events:

Customer Experience and the COVID Crisis with Don Peppers

Event Organiser:
CX Central

Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
- How to benefit from the dramatic rise in online, interactive activity; and
- Why trust is even more vital than it ever has been, amid the COVID crisis.

Virtual Coffee: Carrots and Sticks

Event Organiser:

In the final Virtual Coffee session for the year, this workshop explores the theory behind motivation and how leaders motivate others (and themselves) - plus some great tips!

Managing Difficult Customers – November 2020

Event Organiser:
CX Skills

The Managing Difficult Customers November 2020 course is delivered by global CX-Expert Daniel Ord teaching frontline agents how to identify different types of difficult customers and different types of difficult situations and use root cause analysis to apply the correct solution with confidence.

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