Articles by Tripp Babbitt
Babbitt's background in service design has its roots in the work of W. Edwards Deming. His background includes being a CIO and partnering with a variety of international technology and consulting companies. ??His focus is on service design and innovation.
Babbitt writes a blog, The No Tool Zone (http://blog.newsystemsthinking.com), maintains a website?(www.newsystemsthinking.com) and is in the process of writing a book on restoring the individual through better service design.
He holds an MBA and is a Lean Six Sigma Master Black Belt. Service organizations can reach him at firstname.lastname@example.org, LinkedIn - http://www.linkedin.com/in/trippbabbitt or Twitter http://www.twitter.com/TriBabbitt
Real service situations create opportunities to see organizations in action. Recently, I had an encounter with AT&T Uverse, my service provider for phone, internet and television. Documenting these interactions is a good way to learn and improve, not necessarily because your service organization has the same problems but because it leads to a better perspective when you evaluate...Full Article »
From time to time, I visit the Consumerist website and find the occasional jewel. A recent article - Some Best Buy Customer Service Reps Not Thrilled with Having to Stick to the Script - displays a contact center rep’s frustration at having to use scripts with customers. Unfortunately, scripts have become the norm in contact centers. Legalese and overzealous management and...Full Article »
Brian Cantor’s recent article, " Oops, 5 Things Your Call Center Leader Meant to Say ” offers us up some food for thought. The biggest takeaway is quite simply – how do you make agents relevant. What is frightening is that service organizations the world over seem to discount the individual agent by treating them as pawns to be sacrificed in the game of...Full Article »
After years of Six Sigma and Lean, I was stumped. All the effort to improve contact centers never seemed to materialize. I had already spent thousands learning to kaizen and analyze data. What could possibly be missing? The answer is everything. I came across a different measure that shed light on the error of my ways – a “aha” moment if you will. ...Full Article »
My AT&T package (phone, internet, wireless and TV) has been underperforming for the past few months. They replaced the modem, which apparently they do quite often as the UPS store in my area indicated they got 6 – 10 a day through their store. Solved part of my problem – phone works – but didn’t fix the frozen TV or the internet problems. I was saved by a...Full Article »
For a little over three years, information technology companies serving the service industry have been advocating call back technology. Before you rush out and spend unnecessary capital, consider what you are actually getting – something to add costs to your already poor work design. So, let’s take a look at what traditional thinkers say about call back technology. From call...Full Article »
I was talking with a colleague regarding past experiences with clients and he came up with a beautiful explanation for sales with some companies he had worked with in the past. The “sales prevention” team was the label given. Both a humorous and sad label. Organizations are desperate for revenue in these economic times and push methods reign to “get the...Full Article »
The customer service business can be scary. Customers saddle service companies with demands that are sometimes hard to satisfy. However, it is service organizations that are inflicting pain, torture and suffering in a masochistic way. My recent trip to Disney allowed me to use a discount card called Tables in Wonderland. Each time I used the card, I noticed it took a long time...Full Article »
I make my way down to Disney World for the Food and Wine Festival every year, and this year, I was joined by family and friends. If I felt Disney did everything wrong from a customer service standpoint, I would not vacation there so often. Their IVR system, however, continues to aggravate me. I first wrote about my frustration with the Disney Resort reservation line in an earlier...Full Article »
Too many decisions about the design of service are based in costs. The simple fact is to focus on costs increases them . . . always. Nothing represents this better than web self-service, a strategy to reduce costs and what some customer service “professionals” say improves service. This is not to say that web self-service shouldn’t exist, but the fact remains that...Full Article »Events of Interest