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Tips for CUSTOMER SERVICE #managers and #executives: Achieve CUSTOMER CENTRIC Operational Excellence
#bpo #cs #cx #customerservice #customerexperience #customersatisfaction #executive #nps #csat #customerloyalty #kpis
1. Guests to present their background and roles
2. What made you choose a #Customer #Service #career and how would you define this industry
3. Challenges in serving a #global #market vs US market
4. What’s unique about the US market and clients + what changed in the past 10 years
5. Advantages and disadvantages of working in a 15k FTEs company vs 100k FTEs MNC
6. The most important lessons learned during the pandemic
7. Lessons learned from the current recession- so far
8. Tips for climbing the corporate ladder
9. Challenges in leading others
10. What do you look for when choosing to join a new company
11. Volatility of the client sentiment - one day you're loved the other day you're slaughtered
12. Top 5 skills to make it in the long run in this industry
13. What to do when NPS/CSAT is affected by client-related factors - how do we start mitigating this
14. Most important aspects of a #RCA analysis and a #mitigation #plan.
15. Is #price the most important aspect for today’s clients?
16. How dependent is the #success of the company on your team and how do you pick them
17. Day-to-day #ops life vs SoW KPIs - where’s the delta coming from?
18. How do you set your yearly targets and break them down for others?
19. Your cure to fight #attrition and keep spirits high within the team
20. Impact of controllable detractors - skipping support structure roles and the absence of governance
21. B&M, WHF, or Hybrid - what trend do you see? Which would you opt for and why?
22. Dealing with the pressure generated by the expectation of immediate/quick results
23. Tips on work-life-family balance, once you’ve taken such an executive role
24. A final piece of advice for the audience
These are just some of the challenging questions #Management #Consultant Darius A. Tent has been exploring with #movate AVP U.S. Operations Mr. Karim Farouki and Operational Excellence director, Miss Brittney Angemi.
The end in mind of this detailed video #podcast is to, hopefully, help thousands of #entrepreneurs and #businesses understand what's the ROI for going the extra mile, paying the higher buck, and investing in talent/departments while taking their customer service game at the next level.
Full YouTube episode on my channel: https://youtu.be/yJwNWdjst_4?si=bnCougA_dTFsVZCL
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By Darius A. Tent#bpo #cs #cx #customerservice #customerexperience #customersatisfaction #executive #nps #csat #customerloyalty #kpis
1. Guests to present their background and roles
2. What made you choose a #Customer #Service #career and how would you define this industry
3. Challenges in serving a #global #market vs US market
4. What’s unique about the US market and clients + what changed in the past 10 years
5. Advantages and disadvantages of working in a 15k FTEs company vs 100k FTEs MNC
6. The most important lessons learned during the pandemic
7. Lessons learned from the current recession- so far
8. Tips for climbing the corporate ladder
9. Challenges in leading others
10. What do you look for when choosing to join a new company
11. Volatility of the client sentiment - one day you're loved the other day you're slaughtered
12. Top 5 skills to make it in the long run in this industry
13. What to do when NPS/CSAT is affected by client-related factors - how do we start mitigating this
14. Most important aspects of a #RCA analysis and a #mitigation #plan.
15. Is #price the most important aspect for today’s clients?
16. How dependent is the #success of the company on your team and how do you pick them
17. Day-to-day #ops life vs SoW KPIs - where’s the delta coming from?
18. How do you set your yearly targets and break them down for others?
19. Your cure to fight #attrition and keep spirits high within the team
20. Impact of controllable detractors - skipping support structure roles and the absence of governance
21. B&M, WHF, or Hybrid - what trend do you see? Which would you opt for and why?
22. Dealing with the pressure generated by the expectation of immediate/quick results
23. Tips on work-life-family balance, once you’ve taken such an executive role
24. A final piece of advice for the audience
These are just some of the challenging questions #Management #Consultant Darius A. Tent has been exploring with #movate AVP U.S. Operations Mr. Karim Farouki and Operational Excellence director, Miss Brittney Angemi.
The end in mind of this detailed video #podcast is to, hopefully, help thousands of #entrepreneurs and #businesses understand what's the ROI for going the extra mile, paying the higher buck, and investing in talent/departments while taking their customer service game at the next level.
Full YouTube episode on my channel: https://youtu.be/yJwNWdjst_4?si=bnCougA_dTFsVZCL