Why does ‘Tunnel Vision exist amongst clever Contact Center people
Why does ‘Tunnel Vision exist amongst clever Contact Center people?
By Colin Taylor – Taylor Reach Consulting
Why does ‘Tunnel Vision’ exist amongst clever contact center people?
There can be many causes that can create situations of ‘tunnel vision’ here are 03 causes:
Lack of time:
The old saw that “meetings are a nice alternative to work” rings true in many organizations and contact centers are not exempt. Days filled with meetings, limits interaction with direct reports, free time to review news stories, white papers, and technology articles etc. it also reduces time to speak with industry peers, to attend conferences or seminars.
All of this leads the manager little option but to continue to rely on the status quo in operations as this is the only environment the manager is comfortable and knowledgeable about.
Often contact centers are asked to deliver multiple objectives simultaneously: improve customer satisfaction and reduce costs, or increase first call resolution, but don’t spend anything on additional training. These examples of conflicted objectives are frequent occurrences in contact centers today.
Mission Statements focus on “providing world class customer service”, but the contact center receives no budget to deliver this!
Centers are often charged with broad mandates to “deliver excellent customer care” but benchmarks and standards are not defined to allow the contact center to know how success will be measured!
Each of the leads the contact center management to revert to what they are most comfortable and to those things that they can quantify without ambiguity.
Further they tend to focus on the short term as there is no clear long term vision or plan. In short, this is what they have done before and what they are doing now.
This approach is not conducive to looking forward or acting proactively. To the contrary this approach ensures that the management focuses on the past. The end result is bright contact center executives but then make dumb decisions.
Originally published in Snaphotz Monthly Bites (New Zealand)