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Focus Points for Your Business in 2017

Brian Keep, Ytel |  
With 2017 almost upon us, you are most likely in the process of sitting down with your leadership team to discuss goals and strategies for the new year. We've rounded up a few of the focus points that your company should be emphasizing this upcoming year, based on industry trends, buzz, and what was focused on this year in the market. 

With 2017 almost upon us, you are most likely in the process of sitting down with your leadership team to discuss goals and strategies for the new year. While this can be an overwhelming task, it's completely necessary for your business and to set your team up for success in 2017. We've rounded up a few of the focus points that your company should be emphasizing this upcoming year, based on industry trends, buzz, and what was focused on this year in the market. 

Customer Experience

We might be beating a dead horse about customer experience; heck, it has its own category on our blog, that's how passionate we are about it! This should ABSOLUTELY be a focus point for your business in 2017 - you should have a team of agents or employees who specialize in customer service and satisfaction, who are fielding those inbound calls on a day to day basis. In the new year, focus on really fine tuning that department's skills through research, webinars, and other forms of R&D. Read lots of great information on customer experience here, including identifying the most valuable CX metrics and if yours line up! 

Mobile Offerings

What can you offer your customers on mobile? Do you have an application? Is your website mobile responsive? (It better be... it's 2016, after all. Google will push you further down into the black abyss of search results if you aren't mobile optimized!) For example, we built an X5 Admin application for iOS and Android users. This mobile app allows admin to connect to their contact center on the go - while traveling, at home, or anywhere in the world that has internet access. A mobile offering like this one is more of a convenience factor than anything else for our customers, and it shows them that we provide products that are useful to them, their business and agents.

Integrations

The more integrations your software offers, the better off you'll be in terms of building a book of business. Keep in mind, these software integrations should be high quality, in good standing in the industry, they should be well-known, and useful to your target audience. What good is a logo on your website if not one potential customer has heard of them or can use their software in some way?

Partnerships and integrations can be tricky, but utility is key. Assigning a specific person within your company to work on integrations and partnerships is a great way to make sure they stay in line with your business direction and goals. Check out our integrations here. We display our integrators logos on a product page of our website that discusses X5, which they all integrate directly with. 

Churn

Ah, churn. The word that everyone hates and no one wants to talk about.. yet we deal with it every day. We challenge you in 2017 to come up with a better strategy to handle churn, so it doesn't have to be painful for everyone involved (including your customers). A churn strategy will be key in 2017, and in retrospect, you will thank us this time next year!

We aren't just talking about customer churn... let's talk agent churn, too. Is your call center experiencing high turnover? We shared a post that highlighted some pretty eye- opening statistics about call center reps, including the length of their employment at each company... less than six months. Read more about how you can avoid agent churn in 2017 here. 

Key Performance Indicators

 We've written a lot about KPIs this year, because it was a prominent focus point for Ytel in 2016. Determining your KPIs will do wonders for your business, call center, operations team and individual departments and team members because it gives them something to aim for and work towards. Being transparent with your KPIs is a wise business move in so many ways. This post highlights all you need to know about KPIs and prioritizing them in order to grow your business. 

Net Promoter Score

Your NPS (net promoter score) is the score your current customers would give you, or recommend you, to potential customers. The better the score, the better the chances your customers will refer you to new business. You want your NPS to be 5 stars to show you're the cream of the crop! The strategies to get your Net Promoter Score up are mentioned here; Ytel's most successful campaign was achieved through offering incentives for honest customer reviews on review sites like Capterra and Software Advice.

Company Culture

Arguably one of the most important parts of a company in 2016... culture! In 2017, make it a priority to establish a culture team or department, or at the very least, designate a person in charge of culture. This person can plan events, put together monthly birthday celebrations, team gatherings, among many other things (like planning the ultimate holiday party!) to bring something extra to your company to attract new talent and keep your treasured employees around, feeling celebrated and valued.

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About The Author

Brian Keep, Ytel

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As the Chief Operating Officer, Brian works consistently with one finger on the pulse and an eye in the sky to ensure that everything technical at Ytel is running smoothly on a daily basis.


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