12/13/2010                            Perception is Reality:                           Reposition the Value of            ...
12/13/2010       5%Many companies talk about World ClassService, but only 5%actually achieve it…                          ...
12/13/2010What is WorldClass?                        3
12/13/2010 Customer Service       Vs.Customer ExperienceBiggest Expense – TurnoverBiggest Opportunity – Leadership        ...
12/13/2010      Gallup – Why    Employees Leave?Lack of MANAGEMENT                    supportin areas such as performance ...
12/13/2010What makes it hard to deliver world class?                                6
12/13/2010 Survey Says…1. We’re understaffed2. Can’t pay enough3. Reps don’t care4. Other departments5. Our systems6. Seni...
12/13/2010 World Class Mindset      (Agent)1. I OWN it2. Beyond the call3. I am “US”4. I KNOW them                        ...
12/13/2010What Makes them World-Class? They Don’t Monitor Call TimesWhat Makes them World-Class?   They Repair Relationshi...
12/13/2010What Makes them World-Class?  They Make it EASY and FUNWhat Makes them World-Class?They Engage the Front-line Da...
12/13/2010What Makes them World-Class?  They Come To My House….What Makes them World-Class?They give $2,000 Empowerment   ...
12/13/2010What Makes them World-Class?    They Target NO Service                Thinking like that                distingu...
12/13/2010       13
12/13/2010Complete Session SurveyEmail me to get slides and articlestimm@cooneysolutionsgroup.com                         ...
12/13/2010       For your consideration     1.   Diet and Exercise     2.   Focus on WHAM     3.   Outside the fishbowl   ...
12/13/2010WellHearAlterModify                16
12/13/2010       17
12/13/2010Don’t ignore what’s in the box…         Draw Your Frothing            Pitcher Line                              ...
12/13/2010       19
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Perception is Reality - ICMI @ Dreamforce 2010 Handout - Tim Montgomery

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Perception is Reality - ICMI @ Dreamforce 2010 Handout - Tim Montgomery

  1. 1. 12/13/2010 Perception is Reality: Reposition the Value of the Call Center Dreamforce 2010 Tim has honed his expertise by workingclosely with and advising some of the world’s most recognized service organizations 1
  2. 2. 12/13/2010 5%Many companies talk about World ClassService, but only 5%actually achieve it… 2
  3. 3. 12/13/2010What is WorldClass? 3
  4. 4. 12/13/2010 Customer Service Vs.Customer ExperienceBiggest Expense – TurnoverBiggest Opportunity – Leadership 4
  5. 5. 12/13/2010 Gallup – Why Employees Leave?Lack of MANAGEMENT supportin areas such as performance and development. LEADERSHIPNo faith in or visionof the company.Concern with MANAGEMENT’streating of people. 5
  6. 6. 12/13/2010What makes it hard to deliver world class? 6
  7. 7. 12/13/2010 Survey Says…1. We’re understaffed2. Can’t pay enough3. Reps don’t care4. Other departments5. Our systems6. Senior management World Class Mindset (Company)1. Hire Nice2. Control Punishment3. Policies = NO4. THANK YOU5. Line of Sight 7
  8. 8. 12/13/2010 World Class Mindset (Agent)1. I OWN it2. Beyond the call3. I am “US”4. I KNOW them 8
  9. 9. 12/13/2010What Makes them World-Class? They Don’t Monitor Call TimesWhat Makes them World-Class? They Repair Relationships 9
  10. 10. 12/13/2010What Makes them World-Class? They Make it EASY and FUNWhat Makes them World-Class?They Engage the Front-line Daily 10
  11. 11. 12/13/2010What Makes them World-Class? They Come To My House….What Makes them World-Class?They give $2,000 Empowerment 11
  12. 12. 12/13/2010What Makes them World-Class? They Target NO Service Thinking like that distinguished our Customer Service Champs from the rest of the field 12
  13. 13. 12/13/2010 13
  14. 14. 12/13/2010Complete Session SurveyEmail me to get slides and articlestimm@cooneysolutionsgroup.com 14
  15. 15. 12/13/2010 For your consideration 1. Diet and Exercise 2. Focus on WHAM 3. Outside the fishbowl 4. Inside the box 5. Your frothing line 6. Invest in YOUYou Can’t lose 20pounds in a day 15
  16. 16. 12/13/2010WellHearAlterModify 16
  17. 17. 12/13/2010 17
  18. 18. 12/13/2010Don’t ignore what’s in the box… Draw Your Frothing Pitcher Line 18
  19. 19. 12/13/2010 19

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