Providing a training program in a service center means gaining and using skills and knowledge that lead to high performance, which entails having a high Customer Service Satisfaction in a fast, efficient way at low costs.
If the training is not perceived like that from the agent’s part and the management team, then the training is just a waste of time and resources, and can lead to losing valuable customers. What it should be understood is that the training is not done for “the sake of training”, but to have an impact on the service level and customer satisfaction.
The number one obstacle to innovation is represented by unsupported culture. However, organizations that support a culture of innovation are generally value-driven, customer-focused, and implement strategies that are developed through complex interactions with customers, employees and other partners.
Moreover, they always try to identify where they stand on the market and manage what is to be done to improve their results through performance improvement methodologies such as benchmarking.
Every day, we are surrounded by a wide variety of products, but the fraction that we actually own and regularly use can be considered rather small.
Performance arises at the intersection of profitability, satisfied customers, optimized internal processes and engaged employees.
By identifying what differentiates it from its competitors, as well as by acknowledging its main capabilities, an organization can set the objectives that have to be attained in order to reach its vision. A performance-focused organization will formulate its objectives and map its strategy, in order to identify cause and effect links that turn assets into desired outcomes.