360 and TOM diagnostics
THE OPERATIONS MANAGER'S TOOL
FOR CUSTOMER SERVICE CENTER IMPROVEMENT
Just as we personally undergo medical check-ups to have a professional diagnosis of our state of health,
the Contact Center must also be checked by the doctors of customer service.
WHAT CAN CUSTOMER CENTERS DO TO MAKE SURE THEY ARE PROVIDING THE BEST CARE?
Performing an integrated, systematic and holistic 360° diagnosis of operations is the customer service doctor’s check-up that will allow us to know the real situation of the dimensions involved in the memorable experience we provide.
– Tell me cat, which is the right path?
– Where are you heading?
– I don't know
– If you don't know where you're going, it doesn't matter which road you take
– Where are you heading?
– I don't know
– If you don't know where you're going, it doesn't matter which road you take
Alice’s Adventures in Wonderland, Lewis Carroll
WHAT ARE THE ADVANTAGES OF A TOM?
This dialogue from “Alice in Wonderland” illustrates something obvious:
It is necessary to define our path so that it is aligned with our day-to-day life.
TOM is the lighthouse that guides us to the goal.
WHAT ARE THE DIMENSIONS IN WHICH AN OPERATIONS CENTER
SHOULD PERFORM EXCELLENTLY?
- Strategy
- People management
- Customer-supplier relationship
- Quality management
- Information management
- Resource management
- Knowledge management and processes
- Technology
I ALREADY HAVE THE 360 DIAGNOSIS OF MY OPERATIONS, NOW WHAT?
After the check-up, by means of the master plan, we implement the treatment that covers all the pain points detected.
Get a 360-degree diagnostic of your center's operations
AND REVIEW THE HEALTH OF YOUR CUSTOMER SERVICE CENTER
