In recent months, we discussed the benefits of benchmarking to jumpstart a company’s growth and provide realistic goals for improvement. In her webinar on the subject, Kate Leggett, Principal Analyst from Forrester Research, discussed how companies can initiate their own improvement plan with a benchmarking self-assessment.
By looking at four areas of development—strategy, process, technology, and people—companies can avoid common customer service pitfalls.
Forrester’s best practices self-assessment survey addresses each of these areas and, with directed questions, helps companies realize where they are excelling and which areas need improvement. The survey drills down further into specific topics, including how the company handles case management, multichannel communication, and customer data management.
Once you’ve downloaded Forrester’s self-assessment tool, get the most out of their benchmarking exercise by:
- Distributing Forrester’s tool to multiple people in your organization in order to get input from different departments and viewpoints
- Identifying the top 10 service capabilities that most need improvement
- Developing an action plan to address these capability gaps over a predetermined amount of time
Companies may find that issues can be addressed by implementing new multichannel technology solutions, such as Aspect’s Unified IP software, refining and focusing metrics, updating current processes or procedures, or providing better employee incentives.
As Leggett claims in the webinar, a great customer service experience is essential for creating happy customers that are loyal to your brand.
Alignment with best practices can help your company provide the experience your customers want, and expect, in the new Relationship Revolution. Take the steps now to communicate with your customers when, where, and how they want.
Download Forrester’s benchmarking tool to jumpstart your company’s customer service improvement plan.
