![]() ![]() While that notion applies in the contact center, it also holds equal weight across industries and business use cases. But the advantage to digital infrastructure is that it fosters transformation by allowing teams and individuals to be more agile – to make small, fast, incremental changes – within their own specific space. Learn More: Is Your Contact Center Ready for the Post-COVID Age?Īt first glance, this incremental improvement might seem the polar opposite to “speeding” anything – especially digital transformation. It also helps to make team members comfortable with both continuous improvement, and regular failure – failure just turns into the first attempt at improvement. While this might seem like a grind to some, that grind is critical, as it serves to polish the diamond within. ![]() I like to think of this incremental change as “we’ll be better today than yesterday, and better tomorrow than today.” If it takes 100 seconds to resolve a customer issue, tomorrow I want to do it in 99. Small changes in contact center operations can not only boost efficiency and productivity, they can create an outsized impact on consumer value. George Horvat, Chief Operations Officer, Agero discusses how by embracing incremental improvement in their contact centers, businesses can not only boost efficiency and productivity, but they can also create more opportunities to enhance customer experience.Ĭontact centers are critical for many businesses, serving as an important – and in some cases, the primary – opportunity to delight a consumer. Digital transformation doesn’t happen overnight. ![]()
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