Customer Experience Makeover – Contact Center Edition

Makeovers come in all shapes and sizes. New hair and makeup, new body curves, even a house transformation that makes those tired three bedrooms and 1800 square feet look shiny and new.

What if you took that same concept – out with the old and in with the new – and applied it to the experience you deliver your customers? And how about if that makeover goes right to the core of the customer experience — the contact center? Together with our friends from TMC we hatched the idea. Our plan is to do a complete, no-charge, makeover of the winning entrant’s contact center. From the core infrastructure, agent training, and Customer Relationship Management (CRM) application, to the phones, headsets, chairs and paint on the wall.

And just like the TV show, we plan on documenting the entire before-and-after results, hopefully complete with the employees getting first glance at their new contact center and screaming over and over again, “OH MY GOSH!”

So why are we doing this? First, we want to bring to light the fact that the customer experience has a dramatic affect on the success of any business. Second, we want a chance to document the results and share what we learned with our customers. And third, it’s going to be a lot of fun to see the contest entries and follow the process through to completion.

Do you know of a worthy entrant? Visit www.customerexperiencemakeover.com for more details. Entries close April 30th.

Joe Staples chief believe-in-the-experience officer