I was browsing around the internet again and ran across a press release from a business called Contact Centers of America. They were promoting how they were going “Re-Invent the Contact Center Industry” (read article here).
My curiosity was aroused, so I decided to read further. I wanted to know why they thought it needed to be re-invented. And I wanted to know just exactly how they planned to do it.
As I read further, they mentioned how they wanted to change the focus of businesses from “bottom-line revenue and outsourcing” to “Customer Service and Satisfaction. Couldn’t agree with them more that this needs to be done.
When it came to the “how” of how they were going to do this, I was mildly surprised. As per the CCA’s president/CEO and founder, Joe Jacoboni states, his vision is to “bring contact center services back to America and to use the natural “human resources” we have in this country as its workforce.” He goes on to say, “My vision for CCA is to reshape and revolutionize the contact center industry”.
Use the natural human resources we have. Really? That’s the big “re-invention” he has in mind? Not to sound immodest here, but I could have told him that.
Don’t get me wrong, I applaud the desire to turn attention directly back on the customer and building their satisfaction. Heck, this blog wouldn’t even exist if I thought there wasn’t a problem out there in the first place.
I just don’t consider his idea a “re-invention”. Perhaps “re-focus” would be the better term to use here.
Nevertheless, I agree wholeheartedly with CCA’s idea of extreme customer satisfaction. Any company trying to make a better experience for the customers out there is a good one in my book.
But as you know I like to preach, customer service excellence is about common sense. It’s about learning about your customer, knowing your customer, and catering directly to your customer to the best of your abilities and more. No “re-invention”. No “revolutionary”ideas. Just simple caring, understanding, and action.
