The 6 Domains of Customer Experience You’re Not Paying Attention To - with Daniel Ord
Secrets To Contact Center Success
Release Date: 06/07/2021
How We Transformed Customer Care at Spark with Digital Adoption - with Dan Cooper
Secrets To Contact Center Success
Dan Cooper is the Head of Digital at Spark NZ. He’s been working in the contact centre industry since the late 90s. Over the past few years, Dan’s lead the transformation of Spark’s customer care with digital adoption.
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Secrets to Customer Support Success - with John Kelly and Jessica Voss
Secrets To Contact Center Success
John is Chief Revenue Officer at SupportLogic, and Jessica runs Enterprise Sales. With over 50 years’ experience between them in the tech side of contact centres, they know exactly what's needed to reduce escalations and operational expenses, and lift CSAT.
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Discover a Supportive Performance Management Approach, Which Helps Your People Reach Their Potential - with Justin Baty
Secrets To Contact Center Success
Justin Baty is the Auckland Cars Regional Manager at Turners Auto Retail. With 9 years’ experience in the business, he’s seen firsthand how the company’s supportive performance management process is highly effective at getting people back on-track and reaching their full potential.
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How the Next Generation of Conversational AI Can Revolutionise your Contact Centre - with David Stone
Secrets To Contact Center Success
David Stone is a Senior Vice President at the conversational AI startup, Curious AI.
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A Smarter Way to Improve Your Organisation’s Customer Service and Experience - with Alex Mead
Secrets To Contact Center Success
With 20 years experience as Chief Customer Service Experience Director at organisations across multiple industries, Alex has discovered many companies have critical parts missing from their customer experience equation, leading to poor outcomes for customers.
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How to Increase Customer Loyalty by Reducing Customer Effort - with Gabriel Mendez
Secrets To Contact Center Success
Gabriel Mendez is an auditor and senior consultant in customer experience processes and technology applications. Based in Mexico City, Gabriel has decades of experience in contact centre data and voice technology, and has been a judge for industry awards in Mexico and Colombia.
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Tips on How to Modernise Your Reporting, To Empower Managers to Make Better Decisions - with Immanuel Joseph
Secrets To Contact Center Success
Immanuel Joseph is the Reporting Manager at Allianz Australia. With a master’s degree in IT, Immanuel has worked in the Allianz contact centre for the past 4 years to modernise their reporting.
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How We Maintain a Positive Work Culture Through Values, and Changes We Made as a Result of Lockdown - with Stephanie Riordan-Edmonds
Secrets To Contact Center Success
Stephanie Riordan-Edmonds is the Head of Customer Service at Southern Cross Health Society. She’s been in the contact centre industry since the mid 90’s, and loves making a difference to customers and her people.
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How to Create Amazing Team Leaders - with Marc Carriere
Secrets To Contact Center Success
Marc Carriere is the creator of the 7 Pillars for Creating Amazing Team Leaders course. With 35 years’ international experience in the contact centre industry, he's managed contact centes, owned one, won industry awards, and consulted with businesses, coaching and mentoring their Centre Managers and Team Leaders.
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Two Critical Steps to Successful Strategy Implementation - with Michael Clark
Secrets To Contact Center Success
Michael Clark is the Principal Consultant at CXTT Consulting. He has more than 20 years experience in the contact centre industry across both the private and government sectors. He helps organisations with their transformations in the CX and technology space.
info_outlineDaniel Ord is the founder and director of OmniTouch International. He’s spent the last 20 years helping and inspiring people to deliver great customer experience, employee experience and contact centre performance.
As one of only 15 recognized training providers in the world for CXPA (the Customer Experience Professionals Association), he has deep insight into how to create world-class customer experience in your contact centres.
There are 6 domains of Customer Experience, which you’re probably not paying attention to. Daniel shares what they are.
Dan’s Top 3 Tips For Lifting CX:
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Ask yourself whether the metrics you have in place to measure productivity are aligned with achieving your CX ambitions. You won’t achieve your ambitions by focusing on ones like number of calls handled and average handling time (23:15).
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Develop a ‘service delivery vision’ - a one or two sentence statement that says what kind of service your contact centre delivers (23:49).
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The whole organisation is responsible for delivering on CX. Not just the contact centres. Build relationships with other department heads, so you can work together to fix customer issues holding back CX (25:09).
You'll Learn:
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Dan’s ‘circus tent’ metaphor for CX, and why it’s vital to understand it to lift CX in your organisation (04:50).
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The 6 core competencies of CX, and how you contact centre can contribute to them (06:11).
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The problem caused by asking an NPS (Net Promoter Score) survey at the end of calls (10:36).
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The ‘spaghetti diagram’ and how it can help you lift CX (11:26).
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The percentage of low NPS scores caused by other departments (discovered by the Head of CX, at the biggest bank in his country). The number will shock you (12:10).
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The one question Dan asks to get a sense of how well a contact centre is operating (16:54).
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Dan’s PQ and A model which highlights the metrics to focus on to lift CX. This will also help you recruit the right people (18:17).
Connect with Dan on LinkedIn: https://www.linkedin.com/in/daniellawrenceord/
If you want to steal some ideas on how to lift operational efficiency while reducing unplanned leave, send me an email (at [email protected]) and we can organise a 15-minute call over Zoom or Teams.