Strategy, Organizations, and Technology

Better Strategies for Customer Experience

Lieber & Associates creates better customer experiences. It helps meet business goals by employing industry best practices fitted to each company's market and culture. The firm collaborates with your team to improve its strategy, people, processes, and technology. Many clients handle chat, e-mail, video, or social media in addition to calls and so are contact centers (used here interchangeably).

Specialists

Lieber & Associates is focused entirely on customer contact. It advises operations with thousands of agents in multiple countries, medium sized centers with hundreds of reps, and smaller ones with fewer than 35. L&A scopes services to each organization's scale, complexity, and plans.

Pragmatic Foresight: Innovation and Trends

Pragmatically forward-looking, founder Mitchell Lieber pioneered best practices and predicted key

industry transformations that have become standard procedures. He trail-blazed skills-based routing and a customer experience model. Years in advance of their wide use, Mitchell Lieber predicted server-based phone systems and click-to-call on web sites.

Contact Center Technologies

The firm's expertise is practical, broad, and deep. It spans all major telephone system vendors, workforce management systems, CRMs and programs used by phone reps. L&A's knowledge of contact center technologies extends to solutions for specific business sectors.

Integration and Brands

Lieber & Associates is adept at integrating the phone channel with related departments. Whether it’s field sales, the warehouse, or another department, Lieber & Associates can help create links to integrate your business with its customer contact.

Read Mitchell Lieber’s Phone Channel Chapter in:
The IMC Handbook, 3rd Edition
Readings and Cases in Integrated
Marketing Communications

Book: The IMC Handbook – Readings & Cases in Integrated Marketing Communications

Subscribe to Knowledgebase Updates
Mitchell Lieber's monthly "how-to" blog.

The firm has special expertise integrating with advertising, branding, and marketing.

Business Sectors

L&A has advised organizations in all business sectors. It has specialized offerings for those in e-commerce and catalogs, technical support, and health care (hospitals).

Lieber's Take On…


Better Strategy:
Is it the Transaction or the Relationship that Matters?

A phone operation is typically viewed as a revenue center that generates sales or as a cost center that delivers service as an expense. Both views are antiquated and simplistic. Why? Both focus on individual transactions.

When delivering customer care, the department is improving, maintaining, or harming customer relationships. This ultimately affects revenue. It can be measured by changes in the lifetime value of a customer (LTV). LTV = average sales/year x average tenure in years.

The same is true of sales organizations. They can increase lifetime value, or can harm it by closing sales that generate revenue today but are unsatisfactory to the customer, producing more churn.

Ultimately, your department's purpose must be to both handle transactions well and to maintain and improve relationships. Focusing solely on immediate transactions is short-sighted. Why? Focusing solely on transactions proves costly in six to twelve months, when re-order rates are low.

A happy customer speaking to a call center rep, and an upset caller on the phone with a credit card

Process Improvement:
What's the Challenge in Managing Phone Operations?

In nearly all advertising channels, experts create a message once and duplicate it flawlessly many times. There's no variation. This is true for ads in social, web, mass e-mail, TV, print, and direct mail channels.

Similarly, in the phone channel, experts outline the message and variations. Then, during each customer interaction, it is altered by each individual rep. This provides an opportunity to get it wrong and diminish the message, or to get it right and customize the message to the customer. That's the reason management is so demanding. The job is to give staff the guidance and tools required to get it right…on each interaction.

Providing these tools and guidance, not only initially but day to day, shape customer experience and call results.

Chart showing that message control is by human beings in call centers, and is done by automated replication in other media channels

Tech Best Practices:
Does your Cloud Vendor Really Have it Covered?

In the event of a flood, fire, or local cable cut, cloud phone systems can aid in disaster recovery. Remote or home agents are easy to plan and use when an issue occurs. This, however, is only part of the picture.

Many of these vendors guarantee three nines, or 99.9%, up time. This is up to 44 minutes a month or nine hours a year during which the regular phones are unavailable. What happens then? Every organization needs a plan with solutions for this.

Please be aware that for everyday operation, these systems can have more potential points of failure than robust premise-based equipment. These include phone line outages and networking hiccups.

A SaaS (software as a service) system does not remove the need for a thorough disaster recovery plan that anticipates it being unavailable. A plan should anticipate phone failures as well as electric outages and natural disasters.

Cloud and network connection