The Good News: Compared to last year, customers are more satisfied with the service they receive from contact centers. That was finding of CFI Group’s 2009 Contact Center Customer Satisfaction Index (CCSI).

The report attributed much of the improvement with the influx of highly skilled service representatives.

“CSR talent has been positively impacted by poor economic conditions. In the wake of record unemployment rates, turnover has declined, and over-qualified job applicants take positions they would not previously have considered as they wait for opportunities that are more suitable to their skill sets.”

The Bad News: As the economy improves companies will be scrambling to fill vacant positions with the best and the brightest employees they can find. If you are lucky, some of your “windfall” employees will decide to stay on. Many of these talented people will move on to more suitable positions.

The Opportunity: The fact is, we can’t control much of what happens to us in life or the behavior of others. But we do have the power to choose our reaction. While you have these talented people on board, look at it as an opportunity for you to:

• Be generous.
  Remind yourself that an important part of your job is to help your employees develop their talents and abilities. Find out what you can do to help these individuals realize their career goals.
• Be open.
  Solicit their suggestions on what you can do to improve your operation. People are happy to share their wealth of experience and knowledge of best practices. All you have to do is ask.
• Listen.
  Recently hired employees bring a valuable “outside-in” perspective. When they offer an insight, listen — and take notes.
• Be grateful.
  Had it not been for a poor economy you would not have the opportunity to benefit from their positive contributions.
• Add to your professional network.
  If you are impressed with these people, offer to include them in your network of colleagues. Relationships matter.

My Irish grandmother said it best: “When life gives you apples make applesauce.”
Have a good week.

Last week I had the pleasure to present at the Annual Allconnect Partners Summit held at the posh Chateau Elan Resort outside Atlanta. Of the countless conferences I’ve participated in over the past 18 years, I have to say that this one was one of the best. Allconnect took a radical and risky approach that really paid off.
Vendors invite their top clients to their annual users conference to strengthen their relationship with their key clients and customers. The majority of these conferences typically focus on telling customers how wonderful their service or product is and how even more wonderful it will be next year. This is usually a one-sided conversation in which the vendor does most of the talking.
This year Allconnect decided to try a very different approach. In reviewing the past year, management admitted when they dropped the ball and what they learned from the experience. Throughout the conference I observed management and staff actively soliciting suggestions and ideas from their clients about what they could improve upon or do differently.
I thought it was brilliant. Instead of a monologue full of the usual self-serving fluff, what I saw was an earnest and honest exchange of ideas between all the participants. The client companies came away with a greater understanding and appreciation of Allconnect’s business. But most important, what both parties gained from the experience was an increase in Trust.
On the flight home last Thursday I made a list of some of the long-term benefits that come from vendors and clients engaging in such honest, constructive dialogue.

1. Honesty breeds Trust.
   > Clients have more confidence in a vendor who responds quickly to their problem. They are also more willing to bring up small problems when they arise instead of waiting until they become big, expensive problems.
2. Trust builds capital that can be accessed when things go wrong.
   > When there is a misstep or broken link a client who trusts their vendor will be more patient and tolerant – and may even offer ideas that will solve the problem.
3. Trust creates loyalty.
   > Even when a vendor’s service or product costs more than the competition, the client having forged a trust relationship is less likely to jump to a competitor with a sweet offer.
4. Trust makes it more likely that clients will try something new when it is proposed.
   > When a client is happy with their vendor they are more open to buying additional products and services.
5. Trust transforms the relationship.
   > Instead of being on opposite sides, the vendor and the client become partners.
6. Partnerships generate innovative solutions.
   > Partners share ideas with each other and come up with new ways to utilize the vendor’s product or service to solve business problems.
7. When there is greater alignment between the vendors services and products and the needs of the client, all parties benefit.
   > When the operation runs more smoothly and focuses on continuous improvement, everyone wins.Tru

I applaud the management team at Allconnect for taking the risk to be honest and open with its clients. Trust. It’s a beautiful thing.

SO·DA Mo·ment
Defintion: A SODA Moment is the moment during an emotionally-charged conversation or situation when one of the parties loses control and says something they later regret.
It’s been quite a week for emotional outbursts by public figures. Last Thursday, during President Obama’s address to Congress on health care reform, Senator Wilson in a “spontaneous outburst” called the President a liar. The next day the Senator apologized to the President, but still maintained that the President had lied. Within hours one of Wilson’s political opponents received over $100,000 in contributions. Some say that the Senator’s outburst could cost him the next election.
During the semi-finals of the US Tennis Open on Saturday, Serena Williams smashed her racquet and threatened a line judge with physical harm after getting a penalty. She faces a fine of $ 10,000. The incident is viewed by officials as being so serious that she may be suspended from playing in next year’s US Open.
<Photos from New York Times >

According to yesterday’s New York Times, Williams apologized saying, “Now that I have had time to gain my composure, I can see that while I don’t agree with the unfair line call, in the heat of battle I let my passion and emotion get the better of me, and as a result handled the situation poorly.”

These situations happen frequently enough that I have a special term for them. I call them a “SODA Moment” which is defined as: The moment during an emotionally-charged conversation or situation when one of the parties loses control and says something they later regret.

What’s a “SODA?” SODA is an acronym for a simple four-step process for avoiding getting “hooked” and losing your cool. STOP. (for a millisecond to..) OBSERVE. (what’s really going on) DECIDE. (how best to handle it) and then ACT. (with confidence.)

I’m sure you can recall some SODA Moments of your own. I know I can.

Here are a few take-aways from these recent very public spontaneous outbursts.
1. Remember that you are human. No one is perfect.
2. When you have a SODA Moment (and you will) avoid beating yourself up. It’s a waste of energy.
3. Consider the SODA Moments you do have as costly learning opportunities.
4. Try do better the next time.
5.  In the event that you lose your cool a second time,  review #1 – #4.

This week when a customer, co-worker or family member or that bozo on the freeway pushes your buttons, remember to just let it go. Whatever it was that upset you is not going to matter in a 100 years.