Neal Dlin - “Why Contact Centers are Still Fundamentally Flawed in 2024”
Neil Dlin, Founder of Chorus Tree and the VP, Customer Service Experience at Aviso Wealth, critiques the outdated practices of 2024 contact centers, advocating for a shift from a manufacturing-based model to a human-centered approach. He stresses the need to understand employees and customers as individuals, challenges outdated KPIs, and underscores the importance of trust in agent interactions. He also advocates for a redefinition of metrics to place a stronger emphasis on delivering exceptional customer experiences.
WOW-24-7
Contact Centers
What’s Inside [1:08] Introduction to Neal Dlin [32:36] Full Podcast Episode [3:33] Addressing Flaws in Contact Center Best Practices [4:17] Prioritizing Customer Experience Over Traditional Quality Checklists [5:54] Trust and Quality Agents as Key to Contact Center Success [7:24] Shifting Contact Center KPIs to Focus on Customer Experience [2:38] Proactive Investments Enhance Contact Center Customer Experience and Revenue [1:44] Strategies for Growth: Stay Human and Stay Ahead [0:59] Short – Prioritizing Customer Experience Over Traditional Quality Checklists [0:58] Short - Shifting Contact Center KPIs to Focus on Customer Experience
Full Episode x “Everything else is just information, not the goal. That’s where the problem starts to arise. People need to experiment more and try new approaches while staying laser-focused on delivering great experiences for both customers and employees as human beings.” -NEAL DLIN
Full Episode: Topics Covered 1. Human-Centric Approach 2. Evolution of KPIs 3. Adaptability and Continuous Improvement
(3:33 Video) Addressing Flaws in Contact Center Best Practices “The problem is that while we’ve made many technological advancements in contact centers, we’ve implemented very few changes in processes and people management. As a result, it created a very broken experience for both agents and customers.” -NEAL DLIN
(4:17 Video) Prioritizing Customer Experience Over Traditional Quality Checklists “We need to hire great EQ agents, focus on the clear objective of having great customer experience outcomes, and create a quality program that focuses on outcomes versus steps and scorecards.” —NEAL DLIN
(5:54 Video) Trust and Quality Agents as Key to Contact Center Success “Focus on hiring great talent, and you'll see a reduction in attrition and error rates, all while providing your customers with a significantly better experience.” —NEAL DLIN
(7:20 Video) Shifting Contact Center KPIs to Focus on Customer Experience “We didn’t focus on traditional metrics, extensive training, or just dumping information about systems. Instead, we concentrated on the types of calls we would receive and the experience we wanted customers to have.” —NEAL DLIN
(2:38 Video) Proactive Investments: Enhance Contact Center Customer Experience and Revenue “If you invest in proactive measures for contact centers, such as higher salaries, more coaching, or development, it will immediately impact the numbers. You'll see more business growth and opportunities for increased revenue through upselling and cross- selling.” -NEAL DLIN
(1:10 Video) Strategies for Growth: Stay Human and Stay Ahead “Be proactive about thinking about how to be the best because today’s best is tomorrow’s worst every time.” —NEAL DLIN
(0:59 Video) Prioritizing Customer Experience Over Traditional Quality Checklists “We need to hire great EQ agents, focus on the clear objective of having great customer experience outcomes, and create a quality program that focuses on outcomes versus steps and scorecards.” —NEAL DLIN
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(0:55 Video) Shifting Contact Center KPIs to Focus on Customer Experience “We didn’t focus on traditional metrics, extensive training, or just dumping information about systems. Instead, we concentrated on the types of calls we would receive and the experience we wanted customers to have.” —NEAL DLIN
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