Is Company Culture Impacting Your Call Centre?
Is your organisation providing the highest level of customer service possible? Is your customer experience strategy being conveyed throughout the entire organisation or is this something that just your contact centre advisors are aware of?
It may be time to revisit the strategy and make sure that there is wide-spread understanding across all departments about what exactly that strategy entails and how their specific work contributes to the overall customer experience. Most importantly, it may require some changes to company culture and processes to really make a big impact on the customer experience.
Getting alignment across organisations represents the most significant obstacle to improving the customer experience according to Forrester Research, followed by defining a customer experience strategy and changing advisor behaviour.
Customer Service Imperatives from Forrester Research
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