Rebooting Your Contact Center

Critical Tools to Assess and Repair the Health of Your Business

Eileen MaySVP Operations

Publicis Touchpoint Solutions, Inc.

It’s Not a Project! It’s a Strategy!

• Why and when to evaluate?

– Evolving effort

– Every 12-18 months (at minimum)

• Set realistic expectations

– Long-term strategy

– Continuous improvement is the objective

– Doesn’t happen overnight

Four Key Steps:

Identify stakeholders

Distinguish key competencies

Choose score card

Recognize trends

Identify Stakeholders and Distinguish Key Competencies

Assume Nothing — Go “Back to Basics”

Quality Process

Leadership

Workload Forecasting

Implementation

TrainingProfitability

Metrics (internal & client

focused)

Technology

Establish cross-functional team•Don’t operate in a vacuum

Include all key stakeholders•Executive sponsorship

•Internal Departments

•Customers

•Etc.

Choose Score Card

• Choose a scoring approach– Well defined and transparent– E.g., Consumer Reports rating system

• Employ “brutal honesty”– Don’t shy away from the truth in evaluations

• Recognize and investigate trends by key competency

– Better? Worse? Neutral?– Evaluate and assess rationale for each

• Why?• Why not?

Developing Your Plan…

Break It Down:• Assign single “owners”

for accountability

• Drill down – take your strategy to the tactical level

• Take “small bites” – look at month-over-month successes

Create a Roadmap:• Develop a tactical roadmap for

the initiative

– By category and by month

– Celebrate the “small wins”

– Simple “stop light” progress reporting

– Routine progress reports

How do you eat

an elephan

t?

One bite at a time.

In Summary…

• Ongoing strategy– It’s not a project

• Conduct proper assessment– Identify stakeholders– Distinguish competencies– Choose score card– Recognize trends

• Develop your plan– Break it down– Create a roadmap– Continuously communicate

• Continue to evolve

In Summary…

Thank You…

Questions?

Eileen MaySVP Operations

Publicis Touchpoint Solutions, Inc.

linkedin.com/in/eileenmay