Episode 202 – Top 10 Contact Center Goals for 2018

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A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday!

 

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Announcements:

“…it seems as if there is a major misalignment between what companies think they should be doing and what their customers expect.” – DMG Consulting

Book of the Day: Amaze Every Customer Every Time – Shep Hyken

Top 10 Contact Center Goals for 2018

Informed by DMG Consulting’s article Titled “2018 Enterprise Service Goals

  • Who is DMG Consulting?
    • According to their website – “DMG provides contact center and back office research and consulting services to the world’s leading companies.”
    • They also have research reports available.
  • DMG Consulting’s Top10 Enterprise Servicing Goals for 2018
    1. Delivering an outstanding CX
    2. Improving productivity
    3. Increasing use of self-service
    4. Delivering a personalized customer experience
    5. Reducing customer effort
    6. Reducing operating costs
    7. Improving cross-departmental coordination
    8. Improving customer journey mapping and analytics
    9. Enhancing customer engagement
    10. Enhancing staff engagement
  • What Changed?
    • New this year
      • Improving Customer Journey Mapping and Analytics
      • Enhancing Staff Engagement
    • Didn’t make Top 10 this year
      • Improving Customer Retention
      • Enhancing Reporting Analytics
  • What Does it Mean to Social Care?

Brought to you by:

  • The Social Pack: Get on the inside to stay on the topside. Join today!
  • ParknFly: Save 10% off Posted Rate Reserve Now 
  • bluehostThe Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
  • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
  • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or close outs. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
  • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best micro breweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
  • OneTravel: Search and compare flights from over 450 airlines.

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Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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