Benefits of the Transformation?
The guided customer dialogue helps to solve up to 20% more of the incoming issues. Furthermore, the number of manually forwarded cases and the overall talk times are decreasing. The efficiency we have achieved is more flexibility and higher availability for customers with fewer resources. Mission “Blue world” achieved, we have managed to squeeze the lemon.
We also come much closer to our green goal “special customer experience”. Within the last year, we have achieved a 20% increase in customer satisfaction and our first contact resolution rate is constantly increasing.
Stay hungry. Surviving in a green world
Is that it? Transformation accomplished, put the banner up?
In a green world business constantly adapt to an ever-changing environment. Companies who stop reinventing themselves go out of business. Living Ambidexterity means to constantly transform your organisation. Moving on we focus on three additional factors to facilitate our transformation further and provide even more first contact resolutions for our customers.
Implement a spirit of entrepreneurship within your workforce. Only those employees who feel responsibility towards their customers will continue to strive for innovation and excellence.
Use big data analytics to visualise the results of their actions for each individual agent. In order to foster individual responsibility, we will provide agent dashboards that show their personal development through daily KPIs.
Your workforce is heterogeneous. Everybody is different, has different perceptive capacities and strengths. Be agile in your training. Use your big data insights to adapt your qualification to each person's needs.
How can you handle the ambidexterity challenge?
Living in a complex world it would be presumptuous for me to give you advice tailored to your specific situation. Instead, let me ask you three questions:
- How do I put customer centricity at the heart of my business?
- How do I foster responsibility within my workforce?
- Question what you have always been doing. Is there an agile way to do it?
Jens Kannler has 15 years of experience in customer-focused management roles. He has worked for the past 6 years on transforming the technical customer services at DT towards a one-touch organization. Further, he drives digital initiatives in the contact centre for more than 1800 employees with his partners and develops sales skills in his responsibility. Prior, he has lead customer experience, CRM and strategy teams and is a promoter of an agile mindset.
Vivian Trenkler has 10 years of experience in various positions within Deutsche Telekom. In the past two years, she has been tasked with steering the technical customer services (TKS) partners operational production and ensuring their performance. She is constantly active in projects advancing the business model, such as the transformation into the TKS competence model, incentive-based payment models and implementation of nearshore partners.