The document discusses achieving world-class customer service and experience. It notes that while many companies talk about being world-class, only 5% actually achieve it. Several slides provide insights into what distinguishes world-class organizations, such as not overly focusing on call times, repairing relationships, making the customer experience easy and fun, engaging frontline employees daily, empowering employees, and targeting an outstanding service experience rather than just avoiding bad service. The document emphasizes that leadership support, vision, and treatment of employees are critical to reducing turnover, and that both company and agent mindsets are important for achieving world-class status.
During this Maximize Demosphere session, we discussed how to optimize your homepage to provide the best experience for the variety of viewers it receives. We also discussed the similarities and differences between home pages and landing pages.
Doing Business in the Digital Era...Are You Mobile Ready?
Presentation given by Don Tomoff of Thornhill Financial at the Lakeland Small Business Symposium on May 15, 2012.
During this Maximize Demosphere session, we discussed how to optimize your homepage to provide the best experience for the variety of viewers it receives. We also discussed the similarities and differences between home pages and landing pages.
Doing Business in the Digital Era...Are You Mobile Ready?
Presentation given by Don Tomoff of Thornhill Financial at the Lakeland Small Business Symposium on May 15, 2012.
Venture and Leadership Insights in 1 Place. Andrew Waitman
Why is venture capital so rare outside a few key cities like Silicon Valley, Boston, New York?
Why is business success so rare? To understand the dynamics of success at a company, city or country level you must avoid the trite, simplistic or single threaded answers.
Business and regional Venture Capital success are highly complex systems which are based on probability and statistics more than science and determinism. While you can improve your odds by being regionally focused and following the highest probability patterns it does not assure success.
Success is a rich fabric of ideas, insights, behaviors, circumstances, economic and technical tipping points combined with just shear luck or fortune.
Getting Your Priorities Straight: A Guide to Successful Information Architect...Misty McLaughlin
Not-for-profit organizations often struggle for resources to focus on how engaging their web presence is for supporters. This guide aims to answer what information architecture is, why it matters, what makes good IA, what makes good IA in a nonprofit context, and how organizations can transform their web presence by focusing on IA.
Managers and companies have never been under so much pressure to change with technology accelerating and people demands and expectations on the rise. Just how do organisations take advantage of the pent up energy and enthusiasm for the new, the social, and the sharing?
The Future of Engagement - presentation by Cathy Brown, Exec DirectorEngage for Success
Cathy Brown, Exec Director of Engage for Success, shared a lively and inspirational session that highlighted the impact that change in demographics and technology will have on employee engagement. She shared the latest research and how Engage for Success supports a much needed improvement in Employee Engagement across the UK. This was at the Midlands Thought and Action Group on 25 May 2016.
CRM 101: Session 1: Business Anti-Social- Why the Boss Doesn't Use SugarCRMSugarCRM
CRM is a huge investment by your organization. So why do many executives avoid taking an active role in its usage? Don't they want to be social? The answer is not so simple and sometimes may be the opposite of what you may expect. We will discuss some reasons for this problem and how to work around them. SugarCRM and social media are the first step in so many ways, but so few make good use of it. Encouraging management to embrace the social business aspects is key to helping your business go up against your competition...shouldn't your executives be in on this? Leave the session with a better understanding of how to work with your executives, recognize the attitudes that need to be adjusted and how to be a social business no matter what your executives think, say or do.
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Similar to Perception is Reality - ICMI @ Dreamforce 2010 Handout - Tim Montgomery
Venture and Leadership Insights in 1 Place. Andrew Waitman
Why is venture capital so rare outside a few key cities like Silicon Valley, Boston, New York?
Why is business success so rare? To understand the dynamics of success at a company, city or country level you must avoid the trite, simplistic or single threaded answers.
Business and regional Venture Capital success are highly complex systems which are based on probability and statistics more than science and determinism. While you can improve your odds by being regionally focused and following the highest probability patterns it does not assure success.
Success is a rich fabric of ideas, insights, behaviors, circumstances, economic and technical tipping points combined with just shear luck or fortune.
Getting Your Priorities Straight: A Guide to Successful Information Architect...Misty McLaughlin
Not-for-profit organizations often struggle for resources to focus on how engaging their web presence is for supporters. This guide aims to answer what information architecture is, why it matters, what makes good IA, what makes good IA in a nonprofit context, and how organizations can transform their web presence by focusing on IA.
Managers and companies have never been under so much pressure to change with technology accelerating and people demands and expectations on the rise. Just how do organisations take advantage of the pent up energy and enthusiasm for the new, the social, and the sharing?
The Future of Engagement - presentation by Cathy Brown, Exec DirectorEngage for Success
Cathy Brown, Exec Director of Engage for Success, shared a lively and inspirational session that highlighted the impact that change in demographics and technology will have on employee engagement. She shared the latest research and how Engage for Success supports a much needed improvement in Employee Engagement across the UK. This was at the Midlands Thought and Action Group on 25 May 2016.
CRM 101: Session 1: Business Anti-Social- Why the Boss Doesn't Use SugarCRMSugarCRM
CRM is a huge investment by your organization. So why do many executives avoid taking an active role in its usage? Don't they want to be social? The answer is not so simple and sometimes may be the opposite of what you may expect. We will discuss some reasons for this problem and how to work around them. SugarCRM and social media are the first step in so many ways, but so few make good use of it. Encouraging management to embrace the social business aspects is key to helping your business go up against your competition...shouldn't your executives be in on this? Leave the session with a better understanding of how to work with your executives, recognize the attitudes that need to be adjusted and how to be a social business no matter what your executives think, say or do.
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Similar to Perception is Reality - ICMI @ Dreamforce 2010 Handout - Tim Montgomery (10)
Perception is Reality - ICMI @ Dreamforce 2010 Handout - Tim Montgomery
1. 12/13/2010
Perception is Reality:
Reposition the Value of
the Call Center
Dreamforce 2010
Tim has honed his expertise by working
closely with and advising some of the world’s
most recognized service organizations
1
2. 12/13/2010
5%
Many companies talk
about World Class
Service, but only 5%
actually achieve it…
2
4. 12/13/2010
Customer Service
Vs.
Customer Experience
Biggest Expense – Turnover
Biggest Opportunity – Leadership
4
5. 12/13/2010
Gallup – Why
Employees Leave?
Lack of MANAGEMENT support
in areas such as performance and development.
LEADERSHIP
No faith in or vision
of the company.
Concern with MANAGEMENT’s
treating of people.
5
7. 12/13/2010
Survey Says…
1. We’re understaffed
2. Can’t pay enough
3. Reps don’t care
4. Other departments
5. Our systems
6. Senior management
World Class Mindset
(Company)
1. Hire Nice
2. Control Punishment
3. Policies = NO
4. THANK YOU
5. Line of Sight
7
8. 12/13/2010
World Class Mindset
(Agent)
1. I OWN it
2. Beyond the call
3. I am “US”
4. I KNOW them
8
9. 12/13/2010
What Makes them World-Class?
They Don’t Monitor Call Times
What Makes them World-Class?
They Repair Relationships
9
10. 12/13/2010
What Makes them World-Class?
They Make it EASY and FUN
What Makes them World-Class?
They Engage the Front-line Daily
10
11. 12/13/2010
What Makes them World-Class?
They Come To My House….
What Makes them World-Class?
They give $2,000 Empowerment
11
12. 12/13/2010
What Makes them World-Class?
They Target NO Service
Thinking like that
distinguished our
Customer Service
Champs from the
rest of the field
12
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 YOU
You Can’t lose 20
pounds in a day
15