The strategy aims to transform operational efficiency and customer experience by introducing a robust multi-year transformation roadmap. It begins with establishing a new operating model focused on customer centricity and operational efficiency. This involves conducting a thorough assessment of the current system, engaging stakeholders for insights and support, and gradually rolling out the new model, first piloted in a department to gather feedback.
Investment in contact centers and operations technology is integral to this strategy. Conducting a technology audit helps define requirements for new systems that enhance customer interaction and streamline operations through AI and automation. The strategy includes training employees on these technologies for seamless implementation.
Enhancing the people experience offers quick wins that can significantly improve overall performance. This involves surveying employees to identify areas for improvement, initiating programs to boost engagement, and offering flexible working options. Additionally, improving communication and workplace resources, while celebrating and communicating achievements, builds positive momentum across the organization.
The strategies
⛳️ Strategy 1: Establish a new operating model
- Conduct a comprehensive assessment of the current operating model to identify strengths and weaknesses
- Define the new operating model with a focus on customer centricity and operational efficiency
- Engage stakeholders across the organisation to gain buy-in and insights
- Develop a change management plan to support the transition to the new model
- Design a training programme for staff to ensure smooth adaptation
- Implement a communications plan to keep all employees informed of changes
- Pilot the new operating model in a single department to gather data and feedback
- Analyse pilot results and make necessary adjustments
- Roll out the new operating model across the organisation gradually
- Establish metrics to continuously monitor and improve the model
⛳️ Strategy 2: Invest in contact centre and operations technology
- Conduct a technology audit to identify current capabilities and gaps
- Define technology requirements aligned with the new operating model
- Research and select technology solutions that enhance customer interactions
- Develop a phased implementation plan for new technologies
- Ensure integration of new technologies with existing systems
- Train employees on using new technologies to improve efficiency
- Implement AI and automation tools to streamline operations
- Set clear metrics for technology-driven improvement and cost savings
- Establish a feedback loop for continuous technology enhancement
- Regularly review and update technology investments to stay current
⛳️ Strategy 3: Enhance people experience for quick wins
- Conduct employee surveys to assess current workplace satisfaction and areas for improvement
- Launch initiatives to boost employee engagement through recognition and development programs
- Implement flexible working arrangements to promote work-life balance
- Improve internal communication channels to enhance information flow
- Create a staff suggestion scheme to encourage innovative ideas
- Offer training programs to upskill employees and improve service delivery
- Review and adjust compensation packages to remain competitive
- Enhance workplace facilities and resources to improve staff satisfaction
- Celebrate and communicate quick wins organisation-wide to build momentum
- Utilise employee feedback to iterate on these initiatives continuously
Bringing accountability to your strategy
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your strategy.
