INNOVATION & CALL CENTRES

Innovation and creativity go hand in hand. But to many, the call center industry can appear to be very mundane, almost dry. What creativity could you add? You would be surprised that innovation has little to do with what kind of industry you are operating in, but more to do with your brands core values, core vision and goal for the future.

Entertainment companies, artists, musicians, writers and graphic designers are not the only ones needing to remain innovative and current in a fleeting world of homogeneity. Even technology companies see the need to innovate, so why not call centers? After all, any business that requires servicing a customer sees a definite need to innovate.

Call center’s with a core value proposition of reaching the pinnacle of servicing or achieving other determinable outcomes should invest in innovation. A day shouldn’t go by without thinking of what it means to be innovative. Innovation comes in many forms; you could be creative either in terms of your products, delivery or service.

Even your organisational culture can be innovative. Companies like Apple and Google pride itself on being innovative organisations. Your call center could be a shining example of these standards.

But innovation doesn’t come easy, it takes endless hours of patience and research to identify ways to stand apart from a sea of competitors. But you can start small, and grow to be an innovative giant.

Stop looking at the competition, BE the competition. Become the best practise trendsetter when it comes to delivering outcomes, engaging customers & employees and providing solutions to your staff. Become open, stay sharp and watch out for any new trends you might envisage are entering the market.

Staying abreast of everything that is going on in your industry is a good way to open yourself up to what to innovate on. Innovation and creativity come first from knowledge. Only when you are 100% informed, can you try to recreate new practices or ways of working for your employees and/or your customers.

So innovate, and make Steve Jobs proud that he coined the phrase, “Innovation distinguishes between a leader and a follower.”

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