What Are Your Customer Service Resolutions for 2011?

Another year has drawn to a close, and a new year is upon us. Many take time during the New Year to set goals and resolutions. At the Customer Experience Matters blog, Bruce Temkin outlines 10 Customer Service Resolutions for 2011. In his list, Temkin encourages companies to leverage the voice of the customer, engage and empower employees, celebrate successes, and take steps to becoming a more customer-centric organization.

How is your company enhancing customer service in 2011? Have you resolved to put the voice of the customer to work for your organization? Are you breaking down barriers to efficiency and effectiveness for your employees? What can you leverage to improve your business?

As you’re setting your business goals, consider what steps you can take to improve your contact center operations:

• Are you recording telephone interactions regularly?
• Do you review employee computer usage to streamline order entry and other business processes?
• Are you able to attach telephone interactions to your business systems and improve your customer documentation?
• How are you measuring your team’s success? Have you implemented a quality monitoring and agent evaluation program to objectively evaluate customer interactions?
• Are the right people at the right place at the right time? Is your staffing schedule optimized to meet your service level goals?

What are your customer experience resolutions for 2011? Are you poised to put the voice of the customer to work within your organization? Contact Telrex to learn how we can help you capture customer interactions and break down business barriers.