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June 23, 2011

Performance Management and Coaching Take Center Stage in Providing a Positive Customer Experience

By Linda Dobel, TMCnet Contributor


Providing an overall positive customer experience has got to be on the top of every corporation’s priority list today. It is just too easy these days for customers to not only jump ship and fall into the arms of a competitor, but to quickly spread the word about a bad experience(s) with a company (think social media).  If customer experience is not on the top of your corporate priority list, it’s time to put it there and join those who are already enlightened in finding ways to be sure what they are doing internally is helping them achieve the great customer experience objective.

Of all the ways companies have explored to improve the customer experience, many have found that performance management and coaching of contact center agents stands out as one of their most effective strategies. To further enhance these efforts, many brand-conscious companies have turned to contact center solutions company Envision, which has helped them develop and deliver the outstanding customer experience they strive to impart.

Not coincidently, what many of these companies have found with Envision is that it works not only to help them improve the experience they impart to their customers, but endeavors to enhance the experience they themselves have with Envision as well. Envision allows its clients to focus on their goal of providing world-class customer service through performance management and coaching, instead of focusing on its relationship with its solutions provider. In fact, Envision says that unparalleled “customer centricity” is at the center of its values.

Growing and nurturing a contact center performance management and coaching initiative designed to foster a great customer experience takes a lot of time and dedication on the part of corporate management and frontline implementers. To enable its customers to align contact center and organizational objectives with performance management and coaching strategies, Envision provides them with what has been described as a “loyal, dedicated and focused account team.” This includes a dedicated account manager, support contacts and a customer advocate manager who proactively look out for customers who are trying to improve their company’s performance management and coaching strategies. During a company’s performance management and coaching implementation stages and beyond, the Envision team performs an ongoing, comprehensive on-site evaluation of the physical, environmental and business factors that could impact their customers’ needs. In addition, it provides clients with access by phone, web or e-mail to a member of Envision’s executive management team if they feel the need to contact them for any reason.

By having their minds free of concerns associated with their solutions provider and instead having their unwavering support, brand-conscious companies are delivering on today’s number-one goal of finessing their performance management and coaching strategies to provide world-class customer experiences.   


Linda Dobel is a TMCnet Contributor. She has been an editor in the contact center space for more than 25 years, and has the distinction of being the founding editor of Customer Inter@ction Solutions (CIS) magazine. To read more of her articles, please visit her columnist page.

Edited by Jamie Epstein




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