Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that you don’t see every day at some tech contact centers. Some centers which cater to a younger workforce have break room amenities, such as video game consoles, that put most others to shame. Other centers, especially those who serve business customers, maintain a somewhat more formal, polished atmosphere. But regardless of the specifics, a people-first philosophy is evident in the best-managed contact centers.
Nancy Tichbon, vice president of Customer Care, Virgin Mobile Canada, and Bell Mobility/Bell Residential Service, put it this way: “It just makes sense to us: If our people are happy and motivated, our customers are going to have a great experience. And it goes without saying that if our customers are satisfied, our shareholders will be delighted. Thus, if we live by this value … ultimately, everyone wins.”
The most important implication of the trends in the best-managed contact centers is clear: Your people are the key to success.
Did you miss characteristics one and two? Be sure to check out the first and second posts in this series.
For an even deeper dive, be sure to join me for session 105 at Contact Center Expo.
Excerpt from Call Center Management on Fast Forward, Brad Cleveland.
Brad is an author, speaker and consultant and his clients have included many of today’s service leaders – American Express, Apple, USAA, Google and others. He has worked across 45 states and in 60 countries, and has advised governments in the United States, Australia, and Canada. Brad was a founding partner in and former CEO of the International Customer Management Institute (ICMI). His book, Call Center Management on Fast Forward, is recipient of an Amazon.com best-selling award. Contact info: www.bradcleveland.com
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