A New Year, A New Beginning: Setting Goals for CX Success in 2023

As the new year begins, it's the perfect time for contact center leaders to take a step back and re-evaluate their team’s impact on the business. Whether you're looking to improve operational efficiency, drive customer loyalty, or deliver more excellent strategic value, your success in the coming year will depend on how well you can establish, manage, and deliver on meaningful objectives.

Why is the start of the year the perfect time to set new goals for your contact center?

Here are a few reasons:

1. It's a natural time for reflection: The start of a new year is a chance to look back on the past year and evaluate what worked and what didn't. By taking the time to reflect on your contact center's performance, you'll be able to identify areas for improvement and set goals that will help you achieve success in the coming year.
2. It's a fresh start: The start of a new year is a blank slate, a chance to start fresh and make new beginnings. Whether you're looking to implement new processes, introduce new technology, or simply make a few changes, the start of the year is the perfect time to do so.
3. It's an opportunity to align with company goals: The start of the year is also a great time to align your contact center's goals with those of the wider business. By working together, you can ensure that your efforts are focused on the things that matter most to the company.

How do you go about setting new goals for your contact center? 

Here's a step-by-step guide to help you get started:

1. Determine your target audience: The first step in setting effective goals is to understand who you're trying to serve. This includes understanding your customers' needs, preferences, and expectations. By understanding your target audience, you'll be able to tailor your goals and objectives to meet their specific needs.
2. Identify your business objectives: Your objectives should align with your company goals. For example, if one of your company's goals is to increase revenue, you might set a goal for your contact center to increase the number of sales made through customer service inquiries.
3. Analyze your current performance: Before you can set goals, it's essential to understand your recent performance. This includes looking at average handle time, first contact resolution, and customer satisfaction ratings. By analyzing your current performance, you'll be able to identify areas for improvement and set realistic goals.
4. Set specific, measurable, attainable, relevant, and time-bound goals: The SMART acronym is a helpful tool for setting goals that are specific, measurable, attainable, relevant, and time-bound. For example, a specific goal might be to reduce the number of repeat customer contacts by 10% within the next quarter. A measurable goal might be to increase customer satisfaction ratings by 5% within the next six months. An attainable goal might be to increase the number of sales made through customer service inquiries by 20% within the next year. A relevant goal aligns with your business objectives, and a time-bound goal has a specific deadline.
5. Create a plan to achieve your goals: Once you've established your goals, it's essential to create a plan to achieve them. This might include training your team, implementing new technology, or revising your processes. By creating a plan, you'll be able to track your progress and make any necessary adjustments along the way.
6. Measure and review your progress: To ensure that you're making progress towards your goals, it's essential to regularly measure and review your performance. By regularly reviewing your progress, you'll be able to identify any areas for improvement and make any necessary adjustments.

As you take the time to set your goals for the new year, keep these tips in mind. They will help ensure that your contact center is having the greatest possible impact on your business. And if one of your goals is to improve customer satisfaction levels, consider partnering with UJET. We are dedicated to helping our customers deliver amazing customer experiences and we would love to help you achieve that goal in 2023.

How will you make sure your contact center has a positive impact on your business this year? Let us know by sharing your new year's resolutions on LinkedIn.