Posts from — August 2007

Contact centres since inception have traded off customer satisfaction for cost, to the detriment of quality service and customer value.  Despite torrents of advice, little has changed in the last 8 years.  But the demands of customers wanting multi channel service through SMS, web, call-back, chat, self service and co-browsing, may at last be the change needed to jolt the contact centre into being the hub of the organization’s value proposition - as the name has always implied. 

Customers not only want but expect now to interact with organizations using a channel suitable to their current situation - location, time of day, urgency, degree of help needed. An organization is judged on its availability, speed of service, and issue resolution.  Contact centre managers know this, 15% of all transactions are now handled via these new channels, but generally they feel ill equipped to rise to the upcoming challenge. 

The answer is not to rush out and ask customers what channels they want to use - they often will not know.  Instead look at how your services and products are used and experiment with channels that provide solutions to problems.  Then monitor and observe the take up.

Whilst William Blake campaigned to free people’s imaginations from the slavery of command and control authority (see below),  his acolyte Samuel Palmer envisioned the warmth, harmony and intimacy of community.  Like Blake, he was not successful in his lifetime,  again because he did not market his work well,  but his early Shoreham and later art still has the power to reach out to us today.   His early work could well have been the inspiration for Middle Earth in the Lord of the Rings; whilst his later paintings are worth studying for what they say about the importance of environment and community values to our well being.

Use examples of his work in innovative brain storming session on improving staff experience.

Art has been a key medium for ‘change’ in past centuries, so art history makes you realize that there is little new in the world.  Whatever we are trying to do,  someone has probably attempted before,  thereby providing a source of learning.  I was reminded of this on a visit to Cambridge  this week to study William Blake and Samuel Palmer - artists of the Romantic era who lived through the last huge economic change, from agricultural to industrial society.

Blake was a social visionary reacting against the deductive rationalism of  Isaac Newton and the Enlightenment.  A way of thinking that reduced everything objectively to it’s smallest part to be analysed,  but which often seemed to miss the bigger picture;  and, more importantly discouraged people from using their imaginations; cutting them off from their emotions.  Not so different then to the way businesses today have reduced everything down to a process and forgotten the need for spontaneity, relationships and experiences.

Blake’s answer was to take familiar stories of the day,  from the Bible,  Dante, and Bunyan  and rework them in ‘art’ to criticise ‘poor practices’ whilst demonstrating good ones.  The irony is that whilst his work was mainly overlooked in his time,  quite possibly because he was a bad networker and did not market well, his ideas to inspire imaginative thinking and individual spirituality are taking centre stage again in 21st century business .

The Tate in London has an art room where you can take a party to look at a small set of requested paintings - the staff are very knowledgeable.  A good way to inspire some creative thinking for your 2008 plans - and just what Blake wanted to achieve.

“Keep your old love letters; throw away your old bank statements.” 

If you are feeling down, need some inspiration or just need to count your blessings listen to The Sunscreen Song, by Baz Lurhmann.