1 First Quarter 2012 Results Conference call and webcast - 9 May 2012.
Eileen may webcast
Transcript of Eileen may webcast
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