I’m on a mission and I need your help. Some of you will know about the P&Q Challenge I run. Now four years old, it has attracted hundreds of contact centres who have collaboratively redesigned their approach to quality management. I’m about to do the same with emotion and customer interaction for customer service and inside sales teams.
I’ve written a three chapter thought leadership piece to explore what’s currently happening and a framework in terms of where we might go. That’s in production and due out soon.
I’m also running a road show of five sessions to validate and expand those ideas prior to constructing a programme of workshops and assignments. The intended outcome is a self built, customised strategy for each participating organisation – with the P&Q approach of co-design and support between participants as the secret source!
All this is possible through the strategic sponsorship of NVM (NewVoiceMedia) with whom I share an aligned view on the importance of developing emotive CX that works for customer interaction teams.
What’s True For You?
So now I’ve set my context, here is my request.
I want to build a picture of the current state of play and share that as a starting point in terms of where we are at as an industry. The findings will feature as the first session on the road show and will subsequently appear in posts and infographics for those unable to attend.
It’s just five minutes of your time. I’ll send you the results before we publish. If you are part of a leadership team for customer service or inside sales then you just the person I want to hear from.
Many thanks – Martin
The survey can be accessed here.
