Every customer contact that we handle provides implicit or direct insight into processes, products, policies, services, customers and the external environment. We are capturing intelligence that can pinpoint manufacturing or operational quality problems, contribute to better marketing campaigns, help to design better information systems, and serve as an early warning system for potential publicity troubles or competitive challenges.
But for this information to be useful, our colleagues must accept and act on it. Will they? Yes—if we include three essential steps in these efforts. First, we must develop good working relationships with the individuals who run other areas of the organization. Second, our role is to serve, not to point out flaws—while that may be obvious to us, we need to emphasize it from the start. Third, the data that we share must be useful and usable, based on an ongoing commitment on our part to understand business requirements and how to turn mounds of call center data and “call center-esque” codes into actionable information.
We have an opportunity to play a central role in building a stronger organization with better services and products across the board—but it’s a role we must earn.
Brad Cleveland,
Senior Advisor; Former President/CEO ICMI
bcleveland@think-services.com.
But for this information to be useful, our colleagues must accept and act on it. Will they? Yes—if we include three essential steps in these efforts. First, we must develop good working relationships with the individuals who run other areas of the organization. Second, our role is to serve, not to point out flaws—while that may be obvious to us, we need to emphasize it from the start. Third, the data that we share must be useful and usable, based on an ongoing commitment on our part to understand business requirements and how to turn mounds of call center data and “call center-esque” codes into actionable information.
We have an opportunity to play a central role in building a stronger organization with better services and products across the board—but it’s a role we must earn.
Brad Cleveland,
Senior Advisor; Former President/CEO ICMI
bcleveland@think-services.com.
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