CORE Profile: A Customer Purpose Framework for Contact Centers
The customer purpose defines value, and value defines meaningful work, everything else is waste. The organisation and its leaders need to know what to optimise, what to remove, what types of demand to increase, and what types of demand may present opportunities to create new products or services. Our research indicates that most operational managers and leaders think they know what waste is, but in reality what they consider to be value is in fact intuitional waste, habitualized by calling it value.
Most companies genuinely want to create value for their customers and sincerely believe that their customer-service operations are indeed doing that, but often they are simply restoring lost value caused by a failure to do something right the first time.
Contact centers. avoid the waste but not the value
1. TM
Sense and Respond
Avoid the waste but not the value.
Stephen Parry
INDUSTRY STRATEGY WHITE PAPER ON CONTACT CENTERS
Paper originally prepared for the Customer Contact Association Leadership Council.
First Published by the CCA 2008. Second Edition v1 January 2013.