In this episode of Stories from the River, host Charlie Malouf sits down with return guests Vice President Wes Dudley and Director Anita Harris from Broad River Retail's Customer Experience team to discuss their impressive achievements in contact center metrics in 2023.
They walk through each of the CX department's top Key Performance Indicators by defining the metric, explaining why it matters, benchmarking what the goals are compared to best-in-class in the retail industry, and then unpacking how they performed for each one in 2023. They reviewed all of the Contact Center's as well as the Service Department's top metrics.
The top eight Contact Center metrics are Avg. Speed of Answer (ASA), Abandon Rate, Customer Effort Score (New), Service Level, Hold Time, Handle Time, After Call Work, and Planned Returns. The Contact Center exceeded their goals for six of their top eight KPIs (achieving best-in-industry performance in some of them like a 3.50% Abandon Rate) and barely missed hitting their goal in the other two (Service Level and Handle Time).
The top three Service Tech metrics are Completion Rate, Closed Service Orders, and CSAT (Customer Satisfaction). They hit home runs for each of the three Service department's metrics for the full year. The CX department was a finalist for Contact Center of the Year amongst other large company's contact centers in Retail, and the goal this year is to not just be a finalist but to win it all.
After celebrating the wins and reviewing all of the metrics from a successful 2023, the 2nd half of this conversation focused on how they have built culture in CX with a fully remote team. This included a discussion of Quarterly Listening Sessions, Customer Journey Mapping, Personalized Elevate Plans for CX Leaders, Whiteboarding Sessions, CX celebratory parties, teaching business acumen, bonus programs, keeping the team energized, and a record low turnover of 42% within the CX department. They also discussed an exciting initiative within CX this year that includes tackling the CX Tech Stack and a humanized approach to AI.
This conversation runs the gamut (or, in CX parlance, covers all of the bases) and provides insights into how CX elevated in 2023 along with plans to build on their success and keep it going in 2024. The Customer Experience department truly helped the Company elevate and contributed to the River's collective success in 2023.
---
This episode on YouTube: https://youtu.be/CRKG7VbJ16o
We hope you enjoy this episode and subscribe to our podcast for a new story each week.
Visit https://www.storiesfromtheriver.com for more episodes.