 Contact centers are a strategic asset when they effectively execute their role for ensuring that Customer Experience Management (CEM) best practices are implemented throughout the company. |
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The Internet Forces Inside Sales Reps to be Customer-Centric
The inside sales person should understand what prospects want to accomplish and what they have already learned from their online research. Then, they will be prepared to elevate the quality of each conversation to a consultative level, clear up any misperceptions, and then recommend products and services to meet needs.
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The Right CRM System Guides the Contact Center as The Super Glue for Integrating Service, Sales and Marketing in Your Company 
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As Your Customer
As a customer, I value the quality of my interactions with your company as much as I do the products and services I purchase. I want to have a great experience throughout my lifetime relationship with your company. Make it smooth and easy for me to do business with you. I prefer Zero Call Resolution (ZCR), web self-service, web chat and co-browsing. As a member of your fan base I recommend you to friends, family and associates because I believe in the competence that your CEM process conveys and the trust that it builds. | |
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Greetings!
The Imprint aims to be concise, timely and relevant. Your feedback is always welcome. |
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What to Expect From Your Contact Center 
"The whole value of a contact center is the sum of the daily choices made by its members." |
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As The Business Owner 
I want my contact center manager to be someone who stretches the envelope outside of the company's comfort zone in order to make the customer's experience our true differentiator.
Contact center performance management positively impacts the customer experience while selling more products, building our brand and improving retention. It supports the company's mission and profitability requirements through continuous training, quality, productivity and effectiveness, and by reducing expenses as a percentage of sales. |
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As A Customer Advocate  I'm involved in each stage of the buying cycle - awareness, pre-sale, purchase and post-sale.
I am productive when I provide useful information to customers and partners, and act quickly to correct gaps in the customer experience. I'm less productive when I assign and track requests for assistance by others.
I protect against price erosion and differentiate our company when I am knowledgeable about our products and business processes, and skilled at proactive and reactive sales and service techniques.
I optimize handle time Vs the number of issues covered in a single interaction based on lifetime customer value. I benefit when mundane inquiries are eliminated through personalized outbound notifications, online FAQs, and self-service case creation and review using web and telephony tools.
I share important information with all relevant stakeholders on a timely basis. I continuously communicate with employees and partners to ensure that we are delivering an experience that achieves our brand identity. I prove that our brand delivers on its promise through powerfully scripted sound bytes and by relating success stories to a prospect's situation.
I retain and cross / up-sell customers by creating a positive first impression and by teaching customers how to do business with my company. I am the focal point for following through on service cases until satisfaction is achieved. I always ask for referrals and make it easy for customers and partners to refer others to us.
I search for new prospects by rummaging through unstructured data that has been entered into the CRM database. I oversee and enter leads from all sources into the CRM system. I actively support marketing programs, processes and campaigns. With every interaction being more satisfying than the prior one, I incorporate ongoing dialogue as part of contact and account records. I play a leadership role in ensuring high data quality. |
 As The Contact Center ManagerI benefit from cost-effective systems that automate our process for routing, queuing and managing customer interactions, transactions and service requests. Reports that provide the "right" performance management information at the "right" time help me to rapidly identify when and what changes are needed to improve effectiveness. These phone, web and email customer service channels interact with our CRM, ERP and E-commerce systems and ensure a consistent customer experience based on appropriate service levels that are established and tracked for each channel. |
Thanks for reading The Imprint.
Sincerely,
John J. Bernardi, Owner
INTAgLIO Business Solutions
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Next Month's Feature Article
Economic common denominator(s) for Managing Sales, Marketing and Service. | |
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