As we look around customer sales and service operations we see many businesses striving to find a better way to organise their work and people. They are in search of organisation models that make them more efficient and effective. Many different organisational models have been proposed as ways to achieve these outcomes:
- "Skill based routing reduces learning curves and delivers better resolution."
- "Knowledge tools enable our staff to answer every type of customer query."
- "We are a truly blended contact centre and our agents can handle calls, emails and
correspondence." - "Only by blending front and back office work or sales and service can you have a highly efficient model."
- "We are organised around customer segments and therefore deliver better service to our valued customers."
We'll explore the five mythical models and look at the cold hard reality before we set out a more robust way to tackle the issues.
What You'll Learn
- How both skill-based routing and "knowledge generalists" can hurt your customer satisfaction.
- How having staff handle multiple contact mediums can demotivate them and create quality issues.
- Why assigning highly trained staff to high value customers is a bad idea.
