Call for Heroes — or Not
Who are your heroes in your customer service organization? Can you name them? Are they the ones who get the most difficult problems to troubleshoot, or who know everything about your business? Are they the ones that you route troublesome customers to?
It is not a good thing to be able to identify your heroes. Because, it means that your agents offer a different service experience based on the agent – probably ranging from less than adequate to heroic.
What a contact center needs to be able to offer the same experience across all customer touch points which is independent of agent, seniority level, or method of communication (think phone, email, chat). Bruce Temkin from Forrester says it like this: “It’s not about Disneyesque moments of truth – Its about consistently delivering on brand promises that resonate with customers”
If you break this down further, you need (1) consistency of process and (2) consistency of information that your agents use.
You need agents to be guided through discovery processes, and be pushed the right data and knowledge at the right point in the service interaction. That way all agents are doing and saying the same thing. We need to take the BPM tools that made the back office so efficient, and bring them to the front office. Meld multichannel customer service best practices with BPM, and we would no longer need heroes.
Is anyone actually doing this in their contact centers?