An organization that acts as a stepping stone between customers and the company, disseminates insights to improve customer experience within the company, and operates at a scale that is absolutely necessary rather than just physically expanding.” What do you think? It’s a pretty cool customer center, right? The missions required of customer centers change with the times. Next Customer Center’s mission So, what is the mission of this Next Customer Center? Let’s go back to the past and restore the mission of the traditional customer center. In the 25 years I have been working in this industry, my KPIs have remained virtually unchanged. You can say it in one sentence: ‘How many inquiries were resolved and how quickly and with how few people were involved?’ In the end, all of this boils down to ‘human resource management’, or the virtue of a customer center manager is ‘keeping skilled counselors working for a long time’.
In that case I would like to define the mission of
Next Customer Center like this. ‘Accurately identify customer issues, systematically India Mobile Number Data communicate improvements, and actively lead improvements.’ We need to discover insights from customers’ voices and create a link that leads to service improvement! In the last ‘Next Customer Center Webinar’, Wiltopia Director Ji Yun-jeong defined the mission of the Next Customer Center as follows, and I would like to introduce it again here. The Next Customer Center is a ‘laboratory to obtain customer insights’ and performs the following roles: first, the ability to solve problems that have occurred, second, the ability to improve to prevent future problems, and third, to provide customer support. and research capabilities to study what customers want through communication, and finally, test center capabilities to test pilot services in the market. How do you feel? If the customer center could be operated like this, working at the customer center would feel really dynamic and wonderful, right? Also, the representatives looking at the customer center must be really happy and reassured, right? It sounds good, but I’m not sure if it’s possible.
A journey of a thousand miles begins with one step
I end this article by suggesting some of the most essential and important points. CX Belgium phone number data Managers are treated as valuable talents as developers in Silicon Valley, USA. Please remember that we have already entered an era where you can demonstrate your capabilities and succeed as a CX Manager or even an Operator. Start making efforts to align your company’s goals with your own. Go beyond the KPIs given to you, research areas that can quantify the contribution of you and the customer center to the company’s business growth, and actively appeal to the company. Lead communication as a ‘diplomat between service and customers’, ‘establishing indicators’ and ‘releasing improvement tasks’ that can provide real-time information. The first time you try something, it can be a little awkward and you have to overcome rejection. But isn’t overcoming customer objections and rejections what we do best? (haha) Try ‘real-time’ communication that connects the past and future of an issue. Become an ambitious and capable operator! To startup representatives Actively utilize the customer center.