The new digital ecosystem reality: Innovation’s next frontier is in customer service

As customer expectations evolve, customer service has emerged as the next critical differentiator. Forwardthinking companies
understand that the future of customer service is proactive, integrated and omnipresent. In their quest to improve the customer experience, many organizations have overlooked a key element: customer support. Traditional support is episodic and event-driven, with the onus on customers to initiate and maintain contact.

Customers, however, have come to expect much more. The next-generation customer experience requires innovation in service and support across all access channels—contact center, web, mobile, social, email and face to face. Technology is helping to transform customer service in many ways, providing customer support teams with new tools to dramatically improve the service experience.

The next generation of customer service will be proactive, integrated and omnipresent. Do you have a foundation in place to turn the service experience into competitive advantage?

Overzicht van de belangrijkste trends in klantinteractie in de komende jaren.

PwC Technology Institute, Augustus 2014. Download:  technology-institute-service-innovation-final-august-2014

Focus op praktijk in WFM-opleiding (achtergrond)

Focus op praktijk in WFM-opleiding (achtergrond)

Met een verscheidenheid aan afdelingen, klantcontactkanalen en campagnes is het organiseren van capaciteit aanzienlijk complexer geworden. Er is nu een speciale WFM-opleiding op post-hbo-niveau. CR&T nam een kijkje bij één van de colleges en sprak met enkele deelnemers.

Bouwer, E.   WFM opleiding CR&T 2011-10

Leren van je topperformers (best practice)

Leren van je topperformers (best practice)

Met het optimaliseren van processen in het contactcenter is veel winst te halen. Een valkuil is te grote stappen te willen nemen. En kijk naar je top-performers. Wat doen zij beter of anders dan de andere agenten?

Ladesteijn, P. van. CRnT 2012-7 Leren van je top-performers  CR&T 2012-7

Multitasking as a predictor of call center agents’ performance (onderzoek)

Doing It All At Once: Multitasking as a predictor of call center agents’ performance and performance-based dismissal (Onderzoek)

Multitasking has become an important skill in many jobs. Still, the predictive validity of jobapplicants’ multitasking abilities has rarely been tested empirically. The current study focuses on the multitasking ability of call center applicants. Results from a Dutch call center show that applicants’ multitasking ability as assessed during personnel selection indeed predicts their later job performance as call center agents as well as their likelihood of losing their job for poor performance. While some of these relationships could be explained via applicants’ fluid intelligence, results also support the usefulness of including measures of multitasking ability in the current selection procedure.

Horst, A. C. van der, Klehe, U.C. en Leeuwen, L. van. Doing it all at once. Multitasking as a predictor of call center agents’ performance. International Journal of selection and assessment, Volume 20 Number 4, 2012, Blackwell Publishing Ltd