Building a 2020 call centre

Let’s set the basis for if one had to build a 2020 call centre. Firstly, we are always going to put our people first and then in terms of: • Processes: Easy is the new loyalty • Systems: Omni-channel contact is required • Information: A single view of the customer will become a reality •…

Dealing with large-scale change

Large scale change can be likened to the collision of two forces, the first force being the existing environment and the second the planned changes to the environment, the word collision suggests that one or both forces may be slowed down or even stopped due to the impact of the collision. Innovation is forcing organizations…

Employee Relations and Trust

Employee relations drives efficiency and efficiency is the primary objective of any business therefore employee relations is the basis of any economically prosperous business. Equity and voice are labour objectives, the relationship between the employer and the employee is built on the balance of efficiency, voice and equity. Efficiency refers to the effective utilization of…

Talent Management

Identifying, attracting and employing the right talent forms the foundation of the success of an organisation because people are the heartbeat of your business. In order to identify the best talent a clearly defined standard is required, once the standard is set then the mission should be to build your talent pool and leadership should…

Motivation, Engagement and Performance Management

Motivation It is vital to recognize that diversity exists and that different people are motivated by different things. Motivation can be described as the “process that accounts for an individual’s intensity, direction and persistence of effort toward attaining a goal”. There are “several theories of motivation” and in one of those theories which is “Abraham…

Employee relations

Employee relations drives efficiency and efficiency is the primary objective of any business therefore employee relations is the basis of any economically prosperous business. Equity and voice are labour objectives, the relationship between the employer and the employee is built on the balance of efficiency, voice and equity. Efficiency refers to the “effective” utilization of…

Voice of the ABC

Further to our previous discussion on designing our business from a customers’ perspective, let’s ask ourselves if we would like to be successful by default or by design. If the answer is by design then we should consider not only listening to our customers but also align the views of our agents and our business…

Omni-channel contact and a single view of the customer

The following few posts focuses on an article by Dr Nicola Millard and takes a look at how those concepts for designing a 2020 strategy are applied in a South African company, for these particular posts Woolworths was selected and their publicly available Integrated Report for 2016 was used for information.   OMNI-CHANNEL CONTACT: Globally: It…

Easy is the new Loyalty

Globally: Consumers in the UK are claiming that loyalty is a thing of the past however they will return to do business if the experience is easy, therefore companies like British Telecom are using an indicator called the NetEasy Score in which they ask customers to rate the ease of their experience. The feedback is…

2020 Customer Service

The following is a summary from an article by Dr Nicola J. Millard on the evolution of the contact centre; Call centres will evolve from transaction processing entities to strategically important channels and become the beating heart of strategy. Complex problem solving will become the primary role of a contact centre agent Communication skills, analytical…

Organisational culture

The following is an extract from an assignment and introduces the topic of culture within an organisation; The description of culture varies from organisation to organisation, several different cultures may even exist within a particular organisation (Robbins, S.P, & Judge, T. A., Odendaal, A., & Roodt, 2016). Culture can however be described as three particular…