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Aligning the Customer Experience in an Outsourced Call Center Environment
Outsourced call center vendors normally see a disconnect between the service that they provide and the expectations of end customers who receive the service. This often happens because of the limited volume of end customer feedback and the gaps in measurement of customer feedback. The article provides some approaches and examples to overcome these difficulties. Outsourced Call Center Environmen....more |
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Author: Satya Gopal Kalluri Tags: customer surveys | call center | customer experience management |
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Turning Customer Complaints Into Profitable Opportunities Using the Six Sigma Tool Kit
Service pays! Validated research reveals that it costs five times more to go out and get a new customer than it does to maintain a customer you already have. And anyone who's been a salesperson agrees that there's no worse way to live than depending on cold calls.Developing expanded business with existing customers and thriving with a reputation as a "service delighter" is a more profitable way to....more |
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Author: From the Editorial Staff at e-BIM Tags: existing customers | employee errors | sales |
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The Hottest Six Sigma Quality Improvement Topic: Making Front-line Managers Responsible for Collecting, Analyzing and Tracking Net Promoter Scores
New studies and books say front-line executives must be responsible for obtaining customer feedback and crafting solutions to identified problems. These studies and books also ridicule lengthy marketing research studies about customer satisfaction—especially when there is no plan or organizational mechanism to get the study off the shelf and into front-line action.In short, unless the Six Sigma depart....more |
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Author: From the Editorial Staff at e-BIM Tags: front-line managers | customer feedback | metric |
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The Natural Limits of Customer Involvement and Experience with Process Improvement
A little while ago I got involved in an online discussion about how best to align the customer experience with process improvement. As a concept it’s something that is quite easy to buy into. Customer satisfaction certainly is delivered through a system of efficient processes, so it was interesting to hear what sort of models people were employing to help them get there. Some of the suggestion....more |
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Author: Shaun Sayers Tags: process design | customer feedback | customer satisfaction |
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How Do You Align the Customer Experience with Process Improvement?
BackgroundJohn, IT Director for maintenance and support of Finance Reporting systems, was asked by his Line Head, VP for Finance Systems, to support a newly rolled out application and declined his request for headcount or downgrading service levels to his customer. Forced to operate at current resource levels with his increased workload, John is forced to optimize his operation by implementing process impro....more |
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Author: Maryrose Mallari Tags: process improvement | customer management | VOC |
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Driving an Effective Customer Experience Using Lean Six Sigma: An Interview with Doug Burgess of Xerox
In today’s fast-paced global economy, organizations must be nimble enough to adapt to the ever-changing needs of their customers. As apparent in most firms, what customers value today won’t necessarily be what they value tomorrow. In this Six Sigma IQ interview, Doug Burgess, Senior Vice President, Xerox Corporate Lean Six Sigma, discusses how Xerox uses Lean Six Sigma to drive a more effecti....more |
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Author: Doug Burgess Tags: Six Sigma | Voice of the Customer | critical to quality |
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Resurgence of Six Sigma in the Call Center: Decreasing Customer Churn
One of my clients, a wireless B2B telecom company, was experiencing a significant problem in their call center. They were absolutely inundated with calls—most of them problems. They were spending a significant amount of money trying to manage the call center—adding new call center representatives, training new call center representatives, bringing in new call center supervisors, figuring out ....more |
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Author: R. Eric Reidenbach Tags: Six Sigma | customer experience | call center |
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I am looking for contributors who can write on how to align the customer experience with process imp
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Tags:
customer experience
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process improvement
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VOC
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How to Understand the Marketing Concept
The marketing concept of the 1950s was an immediate hit. Academicians seized upon it, talked about it, wrote about it and told the uninitiated how this marvelous concept, with its logical simplicity, could transform a “sleepy” organization into an energetic, market-focused entity.The original and most useful formulation of the marketing concept, by Peter F. Drucker in 1954, involved the never-be....more |
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Author: From the Editorial Staff at e-BIM Tags: Peter Drucker | Drucker | innovation |
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Value-Driven Channel Strategies
One of the most perverse assumptions embraced by many manufacturing firms is that value at the point of production naturally translates into value at the point of consumption. This is one of the reasons why many Lean and Six Sigma professionals apply their improvement tools to processes that lead up the value chain to the acquisition of materials to be used in the manufacturing process, but fail to apply th....more |
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Author: Reg Goeke Tags: Six Sigma | customer experience | customer value |
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