You Don’t Water Your Car On The Grass?

This post originally appeared on the FCR blog on August 21, 2015.  Click here to read the article.

We are in the midst of quite a drought here on the west coast.  I just moved to Oregon and it’s been so hot and dry that I’ve stopped believing all of the people who say it rains all the time here.

I adopted a practice where I pull my car onto the grass to wash it.  When you think about water as this precious resource, the fact that I can get two uses out of every drop is a great idea.  Clean car plus green grass equals water and money saved.

I didn’t really give the practice a second thought until one of my new neighbors walked by and remarked, “Wow, what a great idea.”  I think I responded with something like “Yup, that’s how we roll in California.”

All kidding aside, it got me thinking about life in customer service–only in customer service, or more specifically, the contact center, the resource is time.  It’s been a while since I was on the front lines so when I observe my colleagues at FCR, I’m amazed at their resourcefulness.  They are experts at useful shortcuts on their computers and streamlining processes in order to minimize the amount of time spent typing and maximize time spent making real, meaningful, and empathetic connections with customers.

In a contact center where there are KPIs to meet and always more customers waiting to be served, time is of the essence.  On top of that, they must be efficient while delivery the utmost quality?  To some this might seem impossible.  To a colleague at FCR, this often calls for MacGyver-like resourcefulness– and the great ones are more than equal to the challenge.

Be resourceful. Constantly seek ways to be more efficient without sacrificing the quality of the service you provide.

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