What improves customer experience and productivity: Increased policing on the customer service agent or simplified work and information processes?
Between 1955 and 1980, Japanese manufacturing industry provided the world a new paradigm to drive quality and productivity. Why it was a new paradigm? Simply because it first proved that quality and productivity can be improved simultaneously. And, secondly it also proved that the key lever for improvement is the simplification of work processes and systems than mass inspection and fear.
Time has come to assess current work practices in customer services industry differently as Customer experience and productivity now need to improve simultaneously. Can we achieve a paradigm shift in our approach towards services industry to achieve these divergent looking goals?
Today a front line customer service agent faces demanding customers. The biggest challenge for the agent is to keep pace with changing products and processes and manage diverse…
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