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Processes Are Everything | John Phillips
Manage episode 448617222 series 3582824
Nội dung được cung cấp bởi Irina Hollatz. Tất cả nội dung podcast bao gồm các tập, đồ họa và mô tả podcast đều được Irina Hollatz hoặc đối tác nền tảng podcast của họ tải lên và cung cấp trực tiếp. Nếu bạn cho rằng ai đó đang sử dụng tác phẩm có bản quyền của bạn mà không có sự cho phép của bạn, bạn có thể làm theo quy trình được nêu ở đây https://vi.player.fm/legal.
Processes are at the heart of every successful business, yet they’re often overlooked in favour of shiny new technology. In this insightful episode of WFM Unfiltered, John Phillips, an industry veteran with over 40 years in the contact center and consulting space, shares why foundational processes matter more than ever. Whether it’s customer journeys, advisor workflows, or finding hidden inefficiencies, John emphasizes how the right processes can make or break a company’s success.
During the episode, John explains why businesses should always start by perfecting their processes before investing in technology. Too often, companies rush to implement the latest tools and software without addressing the inefficiencies already embedded in their workflows. John shares real-life examples of how he’s helped organizations save costs, improve customer satisfaction, and streamline operations—simply by focusing on processes.
Irina and John dive into the sometimes “boring” but essential world of process documentation. They discuss how processes, when neglected, become outdated and how having a process owner is critical to keeping things running smoothly. If your business is struggling with maintaining efficiency or keeping up with customer demands, John’s advice is sure to provide actionable takeaways you can apply right away.
You’ll also learn about the importance of knowledge management systems and how they can drastically reduce handling times and improve employee performance. John’s hands-on experience and practical advice make this a must-watch episode for anyone in the contact center world or broader business operations roles.
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