Teksten under er hentet fra RightNow og et whitepaper med tittel: "CONTACT CENTER ’09: Five Steps to a Lean, Customer-Centric Service Organization".

For alle som ikke er direkte engasjert i kundeservice-delen av sin virksomhet, er det likevel flere gode tips å plukke opp. Enten fra sammendraget nedenfor eller fra selve whitepaperet.

- This white paper shares five steps to creating an efficient contact center that costs less to operate but still exceeds customer expectations.

The five steps are:
1. Empower Your Customers
2. Empower Your Frontline Employees
3. Offer Multi-Channel Choice
4. Listen to Your Customers
5. Engage Proactively

Want to increase efficiency without sacrificing service quality? You’ll achieve this by empowering your customers to help themselves. There are two basic ways to do this: employ web and voice self-service, and leverage communities and forums.

The second step, empower your frontline employees, basically means giving your sales and service staff access to unified, real-time information. They’ll need information on your customers as well as knowledge about your products and services.

The third step is to offer your customers multi-channel choice. Between mobile computers, smart phones, our digitally connected homes, and emerging social media channels, your customers are accustomed to contacting your organization where and when it’s convenient for them. Don’t limit their access to you by forcing them to use a channel because it’s the most cost-effective for you.

The customer is clearly in the driver’s seat today. That’s why the fourth step, listen to your customers, is so important. Your customers will tell you exactly what they want and how they want it. You simply need to give them an avenue to provide feedback, then act on that information.

The fifth step is to engage proactively with your customers. If you leverage the knowledge you have about them and about your products, you can limit a flood of inbound service activity while making relevant cross- and up-sell offers.

Every journey begins with a single step. Let’s take the first one.

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