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The Haunted Contact Centre

Halloween 2017 is upon us and October the month for mental health awareness is beyond us, however, the spectre of depression in the contact centre is ever present.

According to the mental health organisation, depression is set to overtake heart diseases as the biggest health burden by 2020!

Reviewing data from the Snapshotz Online customers service assessment tool, we found that many leaders in the customer service industry were not fully appreciative of the impact of constant customer interactions on an agent.

Over Three Quarters (78%) Of Senior Executives and Contact Centre Leaders are Not Fully Aware of the Physical and Emotional Impact of Dealing with Customers Constantly.

Snapshotz Statistic Oct 2017: Customer Services Audit

This is a sobering fact considering that the wellbeing of the frontline is key to customer and organisational welfare!

There is a lot of work and good practices like employee assistance programmes, time out rooms, provision of and or access to councillors within the organisation.

 
However, there is more that requires to be done to support mental health in the contact centre.

Doing our bit …

With awareness and adoption of good practices, we can make the contact centre workspace healthier, safer and an industry that is inviting to work within.



The Snapshotz Online Audit focuses on practical steps to prevent and support mental health in the contact centre.

There are 42 check points around mental health and wellbeing covered in sections 3.5 and 3.6 of the Snapshotz assessment.

A sample question from the Snapshotz Online Health and Safety checklist,

Section 3.5: Staff wellbeing


1.    Are verbal and other forms of contact abuse defined, including degrees of abusiveness?

2.   Are staff trained on how to deal with abuse?



3.   Is there ‘time out’ or other supporting systems to help recovery from abusive contacts?

4.   Is there support available for:

1.    Personal crises?

2.   Work related stress?

3.   Mental health issues?

Contact us for a checklist to improve mental health in your centre and benefit from the results from your customer service efforts.

Associated article:  4 things to know about mental health

Other:

What is a Customer Services Audit?

About Snapshotz Online

Contact us: Maria@customerservicesaudit.com or your local Snapshotz Online Partner

Follow us: @SnapshotzOnline

Customer Services Audit Ltd l 31 MacKelvie Street Grey Lynn l Auckland, New Zealand l
Ph : +64 9 3762806 l Website: http://www.CustomerServicesAudit.com









Four Things to Know for World Mental Health Day

Over three quarters (78%) of senior executives and Contact Center leaders are not fully aware of the physical and emotional impact of dealing with customers regularly.

October 10th is World Mental Health Day - a time to focus your attention on the growing problem of mental illness and its major effects in people's lives.  It's estimated that one in every four adults will experience mental health difficulties at one time or another.  This also has a significant impact on business, especially customer service initiatives. 

To read more, Click here PDF version


Scams, robocalls and the business of customer experience

Businesses and organizations are focused on delivering value for their customers and value to citizens. These efforts are however being hampered by scams on the one hand, tardy and at times, unethical business practices on the other. read more...


Do you have an audit plan for customer service?

Today Customer Service delivery has become so important that is even talked about in the board room! Government and cabinets are growing more concerned as ever around federal, local and parastatal agencies delivering appropriate levels of service to meet citizens’ needs.

All leading business journals today recognize the importance of customer service as a function and a strategy, HBR, McKinsey and a host of others. ...More

[ What is a Customer Service Audit?] [A definition of a customer service environment ]


Do you need to be recognised for your leadership, team’s effort and contribution to your organisation? Are you looking to be recognised as a progressive leader?

Check out the accreditation programme on offer through the Contact Centre Institute of New Zealand or Auscontact in Australia

Are you tracking service delivery in the changing digital environment?

Over the past 02 years there have been significant changes in the way customers and citizens communicate and transact with organisations. Most Organisations driven by the digital economy, have begun in earnest to adapt to these changes. Click here to see a review of noticeable characteristics emerging from organisations meeting the new challenge and some key outcomes for customers and employees.


Significant forces as they happen…

@ Customer Services Audit, we are in an unique position to track changes as they happen across all aspects of customer service delivery (and there are 700+ variables). With over 2,000 organizations employing Snapshotz Online, there is a rich store of current drivers in the market and guidance for decision makers and leaders.


The Snapshotz Online customer service delivery assessment tool empowers service delivery leaders to assess benchmark, drive strategy and change for their organisation and team.

The process also enables team members to train and continuously focus on important strategies for the customer, the team and the organisation.

Suppliers / consultants to service delivery centres when working with the tool assist their customers in refining their needs as well as setting the business context in which their products and services are to be delivered.





Digital economy: Is Your Organisation making headway in Customer Service Delivery?


Characteristics and outcomes of organisations making headway in Customer Service Delivery in the digital economy…

Over the past 02 years there have been significant changes in the way customers and citizens communicate and transact with organisations. Most Organisations driven by the digital economy, have begun in earnest to adapt to these changes.

Through the Snapshotz Online Audit and Benchmarking tool, we have been tracking our customers making headway at customer service delivery.

There are noticeable characteristics emerging from organisations meeting the new challenge and some key outcomes for customers and employees.

At the core it is clear that active Board and 'C' level executive participation is the key driver in the organisational effort required to meet the opportunities presented by shifting Customer \Citizen interaction channels.

Take a moment to review your own organisations progress in adapting to the changing economy. Plot and assess your organisations effort against outcomes using the table below.

The August 2017 review picked out the most common approaches and outcomes. Underlying any effort is detail, as the devil sits in there. There are over 700+ check points covered in the Snapshotz Online assessment. If you would like to track your journey in detail and would like to know more:

Reach out to us  : Maria@customerservicesaudit.com

About Snapshotz Online

Snapshotz Online is an Audit and Benchmarking tool targeting service delivery in any organisation.

Employed by over 2000+ organisations across all continents, Snapshotz is recommended by customer service associations globally as the most extensive framework for accreditation. Snapshotz Online is web based, easy to use, multifaceted tool driving customer service in the digital economy.

Case Studies: GMBHA | Telco | Royal Holiday

| Benefits of Accreditation & FAQ’s | About Snapshotz Online

More Information? Email : Maria@customerservicesaudit.com 

who will provide you with information you need and direct you to a certified Snapshotz Online consultant/office nearest you. 

Or go to www.customerservicesaudit.com




Snapshotz Online Blog Feb 2017

Customer expectations are changing!

Based on the 2,000 plus customers around the world using the Snapshotz online tool today, we note several powerful forces driving the customer service industry in 2017.

Here are a few …



Customer Service is a strategic tool.

There is now recognition of customer service as a strategic tool for organisations whatever sector they be in, whether private or the public sector. 

Multi-channel technology is a necessity.

The need for organisations to meet and engage with their customers in traditional and emerging channels, which are now main stream depending on customer segments, means that multi channel technology is a necessity.

Go digital or die.

Digital customer service is growing and is key to the sustainability of the modern organisation. The higher the degree of digitalisation the higher are the customer satisfactions levels for the organisation. These organisations also tend to have greater staff engagement scores.

Change in management capabilities are needed.

The composition and calibre of the leadership at all levels within customer service requires adaptation to the trends noted above.

Starting Conversations and Community

 

Senior Managers Forum

Wellington: 23rd Feb 2017
 

Customer expectations, relationships and new approaches trending in 2017.

Melbourne: 2nd March 2017

Colombo: 14th March 2017

Click here for more details and to register

Transformation / Continuous improvement is a growing mantra.

To drive change and innovation within the organisation, transformation projects and continuous improvement programmes are being implemented by a majority of our customers.

If you would like a more in-depth understanding of these forces, please join us at any of our community events or contact Maria@customerservicesaudit.com for more information. See Events on right hand side or
Click here for more details and to register


Snapshotz Online key features and benefits

View areas covered by the Snapshotz Assessment

View Sample Report

View Sample Questions and Assessment Approach


How to Reach Your Customer Service Centre of Excellence Destiny – The GMBHA Journey - GMBHA

The GMBHA team completed their Snapshotz Online accreditation programme in Nov 2016. Read about the journey and benefits the programme has brought Carla and her team.
Become a Snapshotz Online Accredited Customer Service Organisation ...


About Snapshotz Online

Snapshotz Online, is a web based customer service assessment and benchmarking tool.  Launched in 2009, Snapshotz Online is used by over 2,000+ organisations in over 30 countries, to drive customer service excellence and enrich customer experience.

Today, Snapshotz Online assessment covers 700+ scientific measurement points, divided over 8 main sections and 29 sub sections. The benchmarking reports Snapshotz delivers allows managers to compare current performance against their competitor and other business segments.

Contact Us:

+64 274.546.460

Email: Info@customerservicesaudit.com

Phone: +64 9 376 2806

Address: Customer Services Audit Ltd, TeleConsultants House, 31 MacKelvie Street, Grey Lynn, Auckland1144, New Zealand.

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Multifaceted Audit & Benchmarking Tool for Customer Service
                                                         
As we are about to begin a New Year, here's a Snapshotz STAT* to get you thinking…
 
 10%

Budget vs Plan

Only One in Ten centres have a formal plan for the centre. 

Budgets are sometimes confused with a plan, however, a budget is not a plan, it supports a plan.
 
*Data derived from 1,800+ Snapshotz Online customer service assessments & accreditation, Dec 2016




 

Reasons why a majority of centres' do not have a plan…

 
  • Historically budgets get prescribed to centres and centres seldom contest for budget
  • SWOT analysis and strategic planning not a component for many customer service centres
  • Operational focus and capacity significant constraints in developing plans
A strategic plan is critical to any centre, if Cx, revenues, costs, people and service delivery is important.
      
 
 

Become an accredited Snapshotz Online organisation and gain international recognition

 

Snapshotz Online key features and benefits

Benefits of Accreditation

View areas covered by the Snapshotz Assessment

View Sample Questions and Assessment Approach

View Sample Report

   


Contact Us or affiliated associations to become accredited.



 
 
 


ABOUT




Snapshotz Online, is a web based customer service assessment and benchmarking tool.  Launched in 2009, Snapshotz Online is used by over 1,700+ organisations in over 30 countries, to drive customer service excellence and enrich customer experience.

 

Today, Snapshotz Online assessment covers 700+ scientific measurement points, divided over 8 main sections and 29 sub sections. The benchmarking reports Snapshotz delivers allows managers to compare current performance against their competitor and other business segments. Learn more by visiting:

 

Learn more by visiting our Website or Contact:  Maria@customerservicesaudit.com 

 TeleConsultants House, 31 MacKelvie Street, Grey Lynn, Auckland1144, New Zealand.


info@customerservicesaudit.com +64 9376 2806

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The Snapshotz Online Blog October 2016

 

October marks two important occasions in a customer service centres calendar.

Firstly, there was the International Customer Service Week (CSW) celebrating Customer Service (3rd to 7th October) that’s just been and 

Secondly, 10th of October commemorated world mental health day.

Customer Service Week (CSW) 3rd to 7th October 2016

CSW was created to celebrate all the key players in the customer experience: front-line service reps and sales professionals, marketers, customers, support staff and leadership.

“Ideally, the week will be one of celebration and recognition, yes.  But it should also be a week where the contributions — the direct and measurable results of their efforts — should be communicated organization-wide,”

It is not too late to join other customer service centres globally to recognise:

1.     Your customers (include citizens and rate payers) for their business and loyalty

2.     Your staff in the Customer Service centre

3.     All staff in other departments who support in the delivery of customer service

…in any manner suitable.
 
 


10th October - World Mental Health Day

     

Four things you need to know about mental health in a Customer Service Centre

October 10th is World Mental Health Day - a time to focus your attention on the growing problem of mental illness and its major effects in people's lives.  It's estimated that one in every four adults will experience mental health difficulties at one time or another.  This also has a significant impact on business, especially customer service initiatives.

Snapshotz Online's research with 1,700 organisations worldwide, points to one critical factor that could improve mental health within every customer contact centre.  Read more...

Send us your thoughts to 

Maria@customerservicesaudit.com

To a productive October...

 

 

The Snapshotz Online Blog September 2016

62% of Contact Centres have not tested a business continuity plan!

The North Island of New Zealand experienced shakes from a 7.1 richter scale earthquake followed by a tsunami warning. This was the 2nd of September. Tremors continued the week after.

The Earthquake and tsunami warning stirred everyone up for a few days. A week later it’s forgotten. Past. History.

Now it’s about ringing phones unanswered emails, producing customer stats and revving the troops, it’s business as usual. NZ’s economy is in ‘rock star’ phase so why not?

Whilst we are busy making hay, here is a stat from the Snapshotz Online customer base.

‘Apathy reigns’ and this is often more the reason than the 3 listed above. If managers of centres with untested contact centre plans, take action, their businesses, customers and staff will be better off should any Tsunami strike.

If you wish to cross check your plan with the Snapshotz Online BCP and DRP checklist contact us at: Snapshotz Online Business Continuity Support

Or Contact any Snapshotz Consultant:

New Zealand

+64 376 2806

Australia

+61 3 90157655

Africa

+27 8256 89976

China

+86 13901 533 388

Canada & North America

+1647-428-5811 x102 or x103

India

+91 99204 30008

Indonesia

+62 811 944 345

Latin America

+55 5413 2650

Middle East

+962 79 506 1818 

United Kingdom & Europe

+44 779 440 5796

To A Productive September.

 

So it’s come to pass – the Genesys acquisition of Interactive Intelligence…

‘The contact center world woke to the news that two of the long-standing leaders in the market are combining forces. Genesys has announced its intention to acquire Interactive Intelligence in a deal valued at $1.4 billion’

This is hot on the heels that private equity firm Hellman & Friedman had acquired a significant stake in Genesys, with an investment valued at approximately $900 million.

The questions that arise from this merger are interesting. Here are a few.

What would happen to the teams at both organisations? What will it mean for our existing relationships and investment?

Will consolidation mean support for current customers be diluted as we have seen this happen with similar acquisitions?

There will be a streamlining of the offering from both these organisations, will this impact our business positively or negatively?

And there are more questions such as ‘What would happen to partners and the reseller network?

Whilst there is going to be predictably a period of change, we do not believe that customers will be impacted significantly.

There is also the in the cauldron the ‘what next for Avaya’, Hold on tight the contact centre world is in for some exciting times…

Send us your thoughts Maria@customerservicesaudit.com

To a productive September...

 
     


 

     The Snapshotz Online Blog August 2016

      Two fascinating reads for you in August...

EY's latest global megatrends report: Customer focus key to survival

Today, customer focus is the key to survival.

According to EY's latest global Megatrends report, a critical factor is how companies deal with customers.

Here are some questions as food for thought:

1.     Has the shift to digital interactions challenged your centres? What strategies have you employed and what are the results in broad terms?

2.    Have management structures of your team changed over the past 12 months? What’s this been?

3.    Have reportable KPI’s for your team changed over the past 18 months?

 

Presented along with extracts from the EY report are emerging trends and challenges facing customer service teams in the financial service industries through the mid of 2016.

Read more…

A Harvard psychologist says people judge you based on 2 criteria when they first meet you…

People size you up in seconds, but what exactly are they evaluating?

Moreover from a customer service perspective how do we apply Cuddy’s interaction patterns to?

                            I.        Digital communications

                           II.        Non face to face customer interactions (customer service)

                         III.        Face to face customer interactions, sales, account management, reception, finance and other aspects of the supply chain?

Read more…

        

 

 


 

 

 

 

 

Snapshotz Online Blogs you may have missed 

Don’t Self-Medicate. Don’t even Self-Diagnose!

Assessment Advice for Business Process Outsourcing (BPO) Providers or even for those that use outsource providers…

A decade back, one of my process consulting clients profoundly exclaimed, “The best way to keep the organization well-oiled and on its toes is to have a client visit every month and an assessment visit every quarter.” Read more.


Why is Customer Service valuable to the Chief Digital Officer?

In many of our recent customer engagements, we have come across CDO’s with varying mandates, capabilities and impact.

A thread common to all, is that CDO’s find support from Customer Service (CS) aids their effectiveness. Read more.


 

 

Employed by over 1,700+ organisations in over 30 countries Snapshotz Online is utilized to assess, baseline and continuously measure overall performance of customer service.

 

Snapshotz Online forms the basis for accreditation of contact centers for national customer service associations and is the ‘stethoscope’ for contact centre consultants and internal business improvement managers.

 

Benefits of Accreditation
Customer Reviews and Experience
View areas covered by the Snapshotz Assessment
View Sample Questions and Assessment Approach
View Sample Report


Email:
Info@customerservicesaudit.com  Phone: +64 9 376 2806
Address:
Customer Services Audit Ltd, TeleConsultants House, 31 MacKelvie Street, Grey Lynn, Auckland 1144, New Zealand.

 



 

The Snapshotz Online Blog July 2016

July is a month of holidays, whether it be summer, school holidays or Eid ending Ramadan and is a time with family for many.

July is also a time for finalising budgets or reviewing half yearly performance.


The question for numerous customer service heads, is what will our final budget allocation be?

Another niggling issue is one of reprioritising, if budget requests fall short of the original amount sought.

If your budget requests have been declined or you are struggling to claw back budget, perhaps it might be a time to review your approach to planning.

The 2016 Gartner report states that Customer Service is seen as a differentiator by CEO’s. Regardless if you are in the private or public sector, opportunity is rife for customer service plans that pass muster from a CEO’s perspective.

If customer services heads can produce a plan that can move the organisation ahead, chances that budgets will be approved are high. In the light of the Gartner research you might wish to review your budget requets to ensure you are not selling customer services short!

To ensure budgets are justified and full allocation requested is received, a structured assessment programme that determine what priorities are and how these match organisational goals is suggested. (Swot)

Many managers shy away at a structured assessment programme, for the fear that too much may be revealed. However this regular process provides a guarantee to senior management that budgets are being spent wisely and effectively.

“A rigorous, time and cost effective assessment programme is critical to the wellbeing of the centre, its people and ultimately the organisations customers.

 

An organisation running without a regular independent validation forecloses opportunities for development and more importantly denies management and stakeholders its true value and raison d’etre”

 



Check out the benefits of an assessment programme and what customers have gained by the experience

 To A productive July!

 

 

 

Snapshotz Online Blog

This month we have 2 blogs for you from experiences we have had on the field…

Don’t Self-Medicate. Don’t even Self-Diagnose!

Assessment Advice for Business Process Outsourcing (BPO) Providers or even for those that use outsource providers…

A decade back, one of my process consulting clients profoundly exclaimed, “The best way to keep the organization well-oiled and on its toes is to have a client visit every month and an assessment visit every quarter.” Read more.


Why is Customer Service valuable to the Chief Digital Officer?

In many of our recent customer engagements, we have come across CDO’s with varying mandates, capabilities and impact.

A thread common to all, is that CDO’s find support from Customer Service (CS) aids their effectiveness. Read more.


 

 

Employed by over 1,700+ organisations in over 30 countries Snapshotz Online is utilized to assess, baseline and continuously measure overall performance of customer service.

 

Snapshotz Online forms the basis for accreditation of contact centers for national customer service associations and is the ‘stethoscope’ for contact centre consultants and internal business improvement managers.

 

Benefits of Accreditation
Customer Reviews and Experience
View areas covered by the Snapshotz Assessment
View Sample Questions and Assessment Approach
View Sample Report


Email:
Info@customerservicesaudit.com  Phone: +64 9 376 2806
Address:
Customer Services Audit Ltd, TeleConsultants House, 31 MacKelvie Street, Grey Lynn, Auckland 1144, New Zealand.

 





                  The Snapshotz Online Blog May 2016
 

The Red Queen's quote from 'the looking glass' was the message to attendees at the Auscontact Contact Centre Certification and Accreditation programme on the 2nd of June held at Zendesk offices in Melbourne.  Several organisations have committed to running faster by getting on to the accreditation programme. Getting accredited puts a centre on the trajectory to engage CEO and senior management in moving customer service forward and to get ahead.  Link to the 'run faster get accredited' slide stack.  Link to Auscontact Accreditation programme



Goodman Fielder plays host to Vice Chair of Call Centre Association of Shenzhen, China

Mike Thompson, National Customer Service Manager and his team, played host to Ms Liao, Chair of the Shenzhen Contact Centre Association of China. Ms Liao was on a private visit and could not resist the temptation to wander around a few centres in Auckland, the first being Goodman Fielder.

It was interesting to discuss approaches to centre management and several areas relevant to our industry.

Customer Service Audit is a keen facilitator of industry meetings and individual connections with the emphasis on sharing and growing both within own borders as well as globally. We are well placed to do so as Snapshotz Online whose 1,700 plus customers are found in every industry where customer Service exists.

If you are a Snapshotz Customer and need ideas or cross border fertilisation and sharing of knowledge, please contact us on info@customerservicesaudit.com  – ‘we wish to explore international learning’



This month we present 2 articles and in July a 9 part series titled ‘Tips for successful contact centre management’ by Snapshotz Consultants.

CDOs Ignore Customer Service at Their Own Peril -Darlene Richard

Have you considered why the lives of the Chief Digital Officer and Customer Service should marry?

Surely you are joking, Dr. Business Disrupter? - Umesh Vyas

Are all businesses getting disrupted, including BPM? Is there something ‘new in the air’?

 

To A productive June!

All the best from the Team @

WWW.CustomerServicesAudit.com


Blogs you may have missed...

Gartner executive survey 2016: CEO’s rank customer service as most important priority after growth!.. Can Customer Service Cope? ...

What do elephants and successful contact centre managers have in common?



Contact Us

Email: Info@customerservicesaudit.com

Phone: +64 9 376 2806

Address: Customer Services Audit Ltd, TeleConsultants House, 31 MacKelvie Street, Grey Lynn, Auckland1144, New Zealand.

        


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