9 Steps to Create a High Performance Contact Center

Just 5%.

A 5% increase in customer loyalty can boost profits by as much as 25% to 85%.

It is up to the Contact Center Leadership Team to stimulate improved performance and execution so these gains become a reality. The leaders need to create the circumstances that elicit better performance from their people.

The good news is that positive customer experiences drive repeat business, cross-selling and up-selling of services, loyal customers, and referrals. Positive experiences decrease the overall costs of service and sales.

The bad news is that contact center technology has not been the great equalizer between people and their performance that had been hoped. While technology has helped to mitigate poor performance and standardize overall performance, it hasn't fully resolved high attrition rates, lack of engagement, and embarrassing service and sales failures.

These problems and a variety of other ills continue to plague contact centers and result in lost revenue, high service costs, and low customer loyalty. So the key question for Contact Center Leaders and their bosses is not "why" high performance but rather "how?"

Fortunately, with the help of 16 years of research and the biggest bank of high performance environment data in the world, the "how" has become a whole lot easier.

Read more about the 9 components to creating a high performance environment

About LSA Global
Founded in 1995, LSA Global is a leading performance consulting and training firm that helps high growth technology, services, and life-science companies create a competitive advantage by powerfully aligning their culture and talent with their strategy. Learn more about getting aligned

How to Establish your Brand Promise

Are you walking the talk with your customers? And does it really matter?

If a company does not follow through on its brand promise, or if the brand promise is at conflict with the company's positioning, its reputation and sales will likely falter. The experience your employees create with each and every customer is greatly influenced long before the customer interaction even begins.

It's determined by how effective your customer service strategy, and your brand promise, is designed and executed.

For a customer service organization to thrive, the leader must align its culture and talent not only with the customer service strategy, but also with the overall company business strategy.

• A clear strategy provides the necessary direction and clarity.
• A high performance culture provides the environment for your employees to thrive.
• The right talent in the right place makes it happen over time.

Understanding the overall business strategy is the first step. Defining your customer service strategy and aligning it to the overall business strategy is the next step. Combined, they should establish a clear and meaningful brand promise that helps to create and retain loyal customers.

Read more about the key steps required to establish your brand promise...

About LSA Global
Founded in 1995, LSA Global is a leading performance consulting and training firm that helps high growth technology, services, and life-science companies create a competitive advantage by powerfully aligning their culture and talent with their strategy. Learn more about getting aligned