Comment des opérations de service efficaces peuvent-elles améliorer votre entreprise ?

A área de operações, como qualquer área de entrada é um mar de oportunidades de crescimento para as pessoas. A alta rotatividade abre constantemente posições para promoções e isso motiva e engaja os colaboradores novos. Use isso a seu favor, crie uma gamificação de performance para alavancar a sua produtividade.

As a veteran in service operations management, I have seen firsthand how optimized processes directly increase productivity and performance. The key is employing data-driven solutions to maximize output and quality. This includes setting performance goals, monitoring progress through key metrics, and using analytics to identify issues and improvement opportunities. We implement targeted solutions like process automation, training programs, and documented procedures to drive consistency. Workers are incentivized and empowered to meet clearly defined objectives. Customer feedback provides real-time insights to continuously refine operations. The payoff is tangibly higher customer satisfaction.

Um dos pontos relativos à produtividade tem sua grande participação nas equipes de staff que contribuem para o processo final de melhoria contínua do time de operações. Equipes de treinamento, monitoria de trabalho e a equipe de dados contribuem constantemente para o progresso do time da linha de frente. Osresultados passados ao time de treinamento e monitoramento são o principal meio de trabalho para que o time todo aja com sinergia, apontando melhorias e aconselhando o time de operações para que no fim da cadeia de processos a produtividade do time aumente e todos saiam ganhando.

Customer insights, market research and competitive analysis reveal unmet needs and white space opportunities. Human-centered design thinking develops empathetic solutions through rapid prototyping and user testing. This process yields fresh services, enhanced experiences and differentiated brands that closely match customer expectations.Targeted marketing and communication conveys the distinctive value being delivered. Over time, excellent service operations transform into a source of strategic advantage rather than a cost center. With innovation and differentiation as guiding principles, companies can consistently deliver novel solutions that attract and retain customers while sustaining a competitive edge. The result is profitable growth.

Atender as demandas que surgem no atendimento pode te levar um passo a frente dos seus competidores. Seja por necessidades dos consumidores ou por inovação pura, essa demanda constante dos seus clientes nos canais de atendimento irão gerar insights valiosos de como melhorar processos e produtos.

Estar atento à mudanças e colocar-se a frente sabendo das novas tendências de mercado da sua área para se adequar a essas mudanças são pontos importantes que uma companhia precisa ter. O olhar atento ao mercado e uma cultura sem a "síndrome de Gabriela " ( eu nasci assim, eu cresci assim, vou morrer assim) fazem a empresa decolar. Um exemplo disso são os atendimentos digitais em números crescentes nos últimos anos por conta da tecnologia. O telefone fixo quase não existe mais, os atendimentos robotizados estão cada vez melhores, por isso, quem ficar pra trás nesse mercado pode perder muito.

Its very easy to say that agile and adaptive to changes is very important to succeed but is it that important? If it's so then why 90% start up gets failed. But it doesn't mean be ignorant and resistive like Nokia!

In our lightning-paced world, service operations leaders are like fighter pilots - constantly scanning the landscape and ready to quickly maneuver in response to any changes or threats. At a moment's notice we must adapt to shifting customer expectations, emerging technologies, new regulations or increased competition. This means relentlessly gathering intelligence, envisioning potential scenarios, and implementing contingency plans to handle uncertainties. Cross-functional teams employing iterative processes, real-time customer feedback, and rapid prototyping to refine service offerings. Disciplined adaptability allows us to uphold stellar customer experiences amidst constant turbulence. Like elite fighter pilots we are ready for anything.

Ideally the organisations which are thriving business have achieved some sort of effectiveness in their operations which will have direct impact on the below mentioned things. 1) Customer satisfaction/ Delight. Happy customers bring more customers one of the strongest marketing tools word of mouth plays a huge role for growth. 2) Cost optimisation: Increase in efficiency will start serving the purpose with the limited resources leading to utilisation of the funds in gaining customers building brand image. 3) Revenue leakage: improved efficiency to create the space for a 360° operations review and taking precautionary measures for anticipated revenue leakages, my take on any business is always returns.

The value diminishes with friction, going against effortless service. To ensure a seamless experience: 1. Address overheads like process flaws, collaboration issues, and hindering efficiency. 2. Align efforts with OKRs tied to organizational goals, trackable via relevant KPIs and real-time dashboards. 3. Use integrated tools for omnichannel support, change management, analytics, and process automation to enhance human talent and efficiency. 4. Empathize and empower customers with a problem-prevention mindset, treating them as partners. 5. Incentivize contributions from customers and stakeholders. 6. Adopt a tailored, not one-size-fits-all, service approach. 7. Establish feedback loops for comprehensive customer input beyond transactions.

Service efficiency a dds to the bottomline, in terms of avoiding penalties, fines, compensations , refunds Credit notes etc. Organizations that do a indepth analytics on these aspects timely will reduce cost of customer retention.