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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
