“Think outside the box” is a just another way of saying, “we need to be creative, innovative, and find new ways to increase market share.”
It’s fun to say, but the reality is that parameters and constraints are necessary in nearly every business decision you’ll ever make. They provide limits, guidelines, budgets, goals…all of the things that wise decisions typically require.
Here’s the trick:
The box can get bigger. Much bigger.
Change is hard, but often a necessary evil when tackling things like customer experience initiatives. I think our job is to push the parameters of the box until we can attack and accomplish what needs to be done. The more the box expands, the more innovative we can be with our customers.
What about you…how are you pushing the limits?
Photo credit to OneEighteen.
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Little Hinges on 
as gururaj on 
Tim,
Great point and I totally agree! Pushing the limits from our perspective is releasing our employees from the typical productivity constraints seen in contact centers.
By not measuring their performance based on talk times and instead on the quality of the interaction as scored by the customer, the natural inclination of our staff is to find ways to create that emotional bond with the customer. We also don’t script the call but instead, encourage our reps to speak to the customer in their own tongue, not in the “corporate speak” that comes off as impersonal.
The results speak for themselves as we receive many emails every day from customer praising our support representatives!
It is quite a challenging thing to do, especially if you don’t have complete control on your brand, but if given that you have free reign, there are still factors to consider before implementing such a radical change in the organization.
What a refreshing point of view. Thanks.