Daniel Ord on LinkedIn: #dach #dachcustomerexcellenceawards #awards #summit #dachregion #germany… (2024)

BUT WE MEASURE EVERYTHING!I was on a call with the Head of CX and the Head of Contact Center for an insurance company. Recent insights from Voice of Customer work revealed that Customers were dismayed by a lack of empathy across a number of Customer journeys that involved the Contact Center touchpoint.We were discussing the development of a custom Empathy workshop. Not just for the Contact Center folks but for other stakeholders who were involved in those journeys. Which was superb.After looking at all the KPIs that were measured at the Contact Center level I asked, "So will you be making some changes to these existing KPIs to accommodate the cultural shift into empathy?" And that's when I realized that this hadn't even been considered. The 'empathy work' in discussion was going to be grafted on to the existing system. A system in which so many KPIs were currently being measured that they crowded out any hope that empathy could survive.Much less flourish.#system #metrics #empathy #change #changethesystem #trainer #trainerlife

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We present 15 practice questions on Quality Assurance Management for Customer Service. Have fun and if you'd like to know how you did just follow the instructions included in the post.#qualityassurance #quality #servicequality #customerservice #contactcenter #quiz #practicequestions #customerexperience #trainer #trainerlife #global #omnitouch

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If you want to improve response rates in surveys, it helps to understand survey design practices.If you want to improve the quality delivered by your Contact Center Agents, it helps to understand the drivers of how quality is defined and inculcated in a culture.If you want to improve Service Level performance, it helps to understand the dynamics of inbound Contact Centers.So rather than considering how theory and practical application are at odds with each other – why not consider how they flow together?You can see a screenshot from an Electrolux webinar I attended. I share this in our CX Management course after we’ve gone through the Customer Lifecycle & Lifecycle stages, Customer journeys and quantitative research methods. So when Participants see this they get it. It brings it all together. And inspires meaningful conversation. It ties theory to application. This image is only one of several examples I share - for any course - that show how organizations bring theory to application in their own environment. And how they contextualize their choices to their own business and culture. Some people want to skip the theory. Or think they know the theory already. They might say, ‘just tell me what to do'. And I think that there are superb Consultants out there who can and do help supply the thinking and answers. Some of those people are my friends. On the other hand I like it when, at least at a fundamental level, people become internal Consultants themselves. They can take the theory, such as practices around survey design, and apply it to their own surveys. Or they can look at a basket of metrics and determine which combination makes the most sense for their environment, I think we denigrate the theory at our own risk. Because so much of what we do in the Customer ecosystem requires that we know what we’re doing. And isn't it cool to be an industry that requires near constant learning & growth?#theory #practice #consultant #internalconsultant #externalconsultant

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WHAT FLORENCE NIGHTINGALE TAUGHT US ABOUT COMMUNICATING NUMBERSThe last assigned reading in the CX Frontiers Book Club was "Making Numbers Count" by Chip Heath and Karla Starr. We had a lively discussion on the book at yesterday's monthly meeting.I'm a former Accountant and have a special fondness for numbers but I learned ways to communicate numbers better. In particular, I enjoyed learning how Florence Nightingale, the English social reformer and founder of modern nursing, was a master of communicating numbers that captured people's emotion and attention. And that inspired actual change. (thank you Gloria Gupta, MS, FCXP (CX I-III)!)Here are a few excerpts:"But Nightingale was aware that things didn’t happen just because people understood the numbers. The numbers needed to be translated into a form that would motivate critical actors to take action, overcoming the inertia in the system...""When it came time to convince others, Nightingale did not just tell her own emotional story. That’s a common trap. Many storytellers relay their experiences and assume that others will feel the same emotional connection to the subject matter." The examples shared about how Nightingale wrapped logical numbers in emotion to earn action from her audience were terrific. And I'll leave you with this final excerpt from the book:"But you are a numbers person because you can get excited by the things that numbers describe."I think the authors do a good job of examining and questioning that preconceived barrier that there are 'numbers people' and 'non-numbers people'. And the ability to communicate numbers better is good for everyone because it respects and includes everyone. Thanks Megan Burns for organizing this CX Book Club and of course the 20 or so of you all that shared so much wisdom in the meeting. #bookclub #makingnumberscount #customerexperience #reading

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Today is a holiday across all of Germany - Christi Himmelfahrt or the Ascension. So we rode our bikes over to a typical local Weinstand or wine tasting stand in a nearby Rheingau village for grape juice & Bratwurst. Also typisch deutsch. #lifeingermany #typischdeutsch #feiertag #holiday #rheingau

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Next week I travel back to Hong Kong, the first of a few trips scheduled for Hong Kong this year. Though the calendar is busy with training I'm always happy to catch up with friends & industry folks when I travel. Just send me a DM if you're around.I'm so looking forward to meeting a global Team and spending four days talking about delivering a great Contact Centre experience. This photo from a trip last year to the beautiful Tian Tan Buddha on Lantau Island.#trainer #trainerlife #global #hongkong #contactcentre #customerservice #customerexperience #workshop Cathay Pacific Marcus von Kloeden, CCXP

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