Thursday, 16 October 2014

Learning from Silicon Valley: Creativity, Imagination and Innovation



Creativity fosters critical thinking and the ability to make significant contributions both close to home and beyond borders. As David Castro observes in Genership, “At the heart of human nature is the capacity to imagine and invent the world." Silicon Valley is a prime example.
The more people harness their individual creative power, the greater the achievements of the collective. Imagine a world where the majority, instead of the minority, operated at their full potential tapping into their unique core competencies. Focused creativity increases our capacity to birth new paradigms. Everyone benefits from the energy generated in highly creative centers such as Silicon Valley, where entrepreneurship is an integral part of the culture and everyone has an idea for a start-up. It is the expected norm. It is also one of the most productive and prosperous regions in the world: a center of innovation, creativity and imagination.
Silicon Valley thrives on constant reinvention and reinterpretation. It does not stay stuck on past concepts and identities. It has a great capacity to be with the present, and this factor is a major contributor to the genius of the place.
The Valley is very much about the now without being dismissive of history.The past is recognized as something to be learned from but neither does it dictate the future, which makes it a highly creative hot spot. The less we hold onto the past, the more inventive and productive we become. Beholden to the past creates hardness and inflexibility. It also often creates a misplaced nostalgia, or worse, regret. When we create fixed ideas about how things should be, they limit our ability to invent and problem solve; the more flexible we are in our thinking the more possibilities open up. It creates room for genius because we become fully present in what is instead of what was, which makes a significant difference in the quality of our thinking process. It is only in the present that we become capable of creating on a profound level. For that is the place from which inspiration arises. It is where genius resides.
Places with concentrated pockets of highly successful people generate power centers.
In such environments, people cluster together, creating a self-reinforcing model that can be copied and replicated to achieve certain results. Such places embrace innovation, ingenuity and independence with a healthy respect and understanding of collaborative power. Start-ups can be places of hyper-focused creativity, which is what makes them such powerful incubators for new ideas.
One constant in any place where high levels of achievement exist is that they are creative centers. Silicon Valley is the technology capital; Los Angeles is the entertainment capital; New York is both, perhaps ironically, the finance and art capital. Yes, even finance at its highest level is quite creative. All three of these places are very much about the now. They focus on what is happening today, not yesterday. They embrace creativity in its various manifestations.
Silicon Valley's profound impact on the world demonstrates the effectiveness of a model where there is lots of flexibility coupled with the belief that one can always go further to break through a perceived limit.
It's a world of entrepreneurs. These powerful creative forces transform society. It is not a world based on “either or,” but instead on “both and.” It is about seeing the possibility in complexity and contradiction. There is an acceptance of ambiguity until an answer arises. It is a culture that embraces creativity at its very core. It marks individuals recognizing their own capacity to be innovators and originators. Fundamentally, the capacity to do so is available to every person.
*The term "Learning from" is derived from the work of architects Denise Scott Brown and Robert Venturi who jointly authored the book Learning from Las Vegas.

Friday, 10 October 2014

Call Center Workforce Optimization Best Practices quotes

Here are 10 inspiring  Call Center Workforce Optimization Best Practices quotes we thought you'd enjoy reading and sharing with your colleagues as you celebrate Customer Service Week: 

1) “Put employees first and customers second.” 

Herb Kelleher, former Chief Executive Officer of Southwest Airlines  
At first this may seem contrary to the notion of having a company that is customer focused. Southwest has instilled a spirit of entrepreneurship in all its employees. The philosophy is that Southwest Airlines is in the people business and it just happens to run an airline. Companies that consider they are in the people business are companies that provide excellent customer service. 

2) "Empower and engage employees. Create a culture where employees feel comfortable initiating conversations and listening to customers instead of just answering questions as fast as possible. It drives agent attrition down—and customer satisfaction up."

Laura Basset, Avaya  
When people are encouraged and empowered to collaborate and make a difference for customers and each other, they will rise to next levels of care and accountability, making your customer service objectives their own.

3) “The American dream is shifting from owning a fancy house and a nice car to having the flexibility to incorporate your life while working for a company whose cause you're passionate about. Contact centers that embrace performance-based shift bidding (vs. tenure-based) and the work@home model will thrive.”

Patrick Botz, Vice President of Workforce Optimization, VPI  
Ask your employees. Don’t just assume they are best motivated by money or gift cards. If flexibility is what they value the most, you can give it to them in ways that benefit your business and motivate your employees at the same time. They will give back multi-fold in loyalty to your business improved attitudes towards your customers.

4) "Make your product easier to buy than your competition, or you will find your customers buying from them, not you."

Mark Cuban, Businessman, investor, and owner of the NBA's Dallas Mavericks  
There has been a lot of talk lately about the measuring the 'ease of doing business with a company' or Customer Effort Score (CES) since research by US Corporate Executive Board (CEB) was first published in 2010 by Harvard Business Review (HBR). The Customer Effort Score tracks the amount of time and effort that customers put into solving their post purchase problems. There is research basis for concluding that customer loyalty is related to the amount of effort the individual puts forth to purchase a product or service. Like NPS, the metric is determined based on customer surveys. Customers are asked to respond to the question “How easy was it to do business with ‘Company’?” on a 5-or 10 point scale from ‘I find this company really easy to do business with’ to ‘I find this company very difficult to do business with.’ An index is developed based on the responses. Evidence indicates that customers prefer to do business with organizations that require less effort to make the purchase, even if the cost is slightly higher than that of a competition.

5) "Smile - your attitude is showing! Give each employee a small desk mirror to remind him or her to smile when talking to customers."

Debra J. Schmidt, Loyalty Leader  
Create "Extra Mile" or "Positive Attitude" Awards to be given to employees who have been selected by their co-workers for delivering exceptional customer service.

6) "Your most unhappy customers are your greatest source of learning."

Bill Gates, Founder and Former CEO of Microsoft  
Your unhappy customers earned back due to your true listening and improved care almost always become your greatest advocates.

7) "Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business."

Zig Ziglar  
Companies spend so much time and money on customer survey projects trying to get customers to talk to them about their service experience. That’s a valuable effort, but make sure you put it into the right perspective with attentive listening to the customers who care enough to talk to you proactively about their problem experiences with your business.

8) “Customer service isn't just a department. ... We’ve aligned the entire organization around one mission: to provide the best customer service possible. Internally, we call this our WOW philosophy.”

Tony Hsieh, CEO of Zappos.com  
Zappos indeed wows customers with fresh attitudes and treatment of customers as individuals, instead of just people that need to be enticed to spend money. And again, it begins with treating their employees as individuals, valuing their creativity that can and does contribute to laughs and true teamwork. No wonder this fresh experience inspires customer loyalty.

9) "Draft Customer Service Standards - define your service standards, make sure every employee is aware of those standards. ... You can't measure or enforce what your employees don't understand."

Laura Lake, Marketing Consultant and Strategist  
Having a clear document that explains acceptable standards will help in setting the customer's expectations. Clearly outlined standards will help with measuring the performance of your employees and creating training programs to help them to excel. Create your customer service standards to be specific, concise and measurable, based on the requirements of your customer, written in your job descriptions, and used in performance reviews.

10) "Identify and anticipate needs. Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs."

Susan A. Friedmann, CSP (Certified Speaking Professional)  
Your contact center agents buy good feelings and solutions to their problems too, in the course of their work for your contact center. Look for creative ways to marry what motivates them with what motivates to your customers.
Not sure where to begin? Let's talk!