Companies That Invest In Customer Experience Will Destroy Those That Don't...

This informative article was originally written by customer experience expert Blake Morgan.

We all have good intentions. We wake up, stretch, brush our teeth and think “it’s going to be a great day!” But as the day goes on some of us get off track. We eat the donuts in the office kitchen, surf Facebook instead of working, make impulse purchases on Amazon and when we get home from work — instead of going to the gym we plant ourselves on the couch for a few episodes of reality TV. We started our day with the best of intentions, but got side-tracked and lost sight of the long-term goals.

It’s the same situation with companies. No company sets out and says, “we’re going to just do the bare minimum for the customer so we can increase our profits!”

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What's UP with the DOWNTIME?

Linda, a contact center supervisor for a large BPO, is at her desk on a Monday afternoon when she has an epiphany. “Something is not right”, she says to herself. “Its Monday and the phones are eerily quiet – too quiet for my center”, she thought.

Linda decides to have a look and walk down to the floor. All her agents are all at their desks, with their headsets on, and all of their stations are active and ready. Everybody is where they need to be, there just isn’t any of the usual call volume right now. Things will change soon, for sure, but Linda wonders “What are they doing with their down time?”.

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