Published: September 27, 2021 | Comments
Each month, we’re featuring a member of ICMI’s Strategic Advisory Board. This group of industry thought leaders, practitioners, and solution providers helps ICMI keep tabs on customer insights and contact center market developments, and ensures that our content offerings are aligned with industry best practices and that our products evolve at pace to serve the community, and grow industry relationships.
This month we’re featuring Josh Streets, the CEO and founder of Scoreboard Group Consulting, as well as a Senior ICMI Consultant and Technology Practice Leader.
Could you describe your current role?
To best describe my role, I’d say it’s a mixture of industry thought leader, client advisor, inspirational executive and big picture strategist. Ninety nine percent of my time is spent helping businesses solve their increasingly complex problems and innovate their experiences for customers and employees. It’s a new challenge every day, one that allows me to bring out the best in businesses and people, while making a difference.
What, in your opinion, are the characteristics of someone who is successful long-term in this industry?
My top three characteristics of a high performing contact center leader are willingness to learn, ability to communicate and teach, and strong problem-solving ability. Doing all three well usually means you’ll be finding your way to running your own contact center, or beyond, someday.
What is one piece of advice you would like to share with those who are just setting out on a career path in the contact center industry?
Get excited about learning all there is to learn and set your career path on what gives you energy. There’s something for everyone, and always a new skill to add along the way.
There have been so many changes in the contact center industry, both because of new technology and because of the COVID-19 crisis. How do you feel those changes will shape the industry in the next decade?
Industry changes differ by where you’re at in this industry. The one thing that is for certain since COVID-19 is that technology will be what makes or breaks contact centers or brands of the future.
It’s clear by your participation on the board that you believe in the role of mentorship in the contact center industry. Can you share a valuable lesson you learned from a mentor, and share who that mentor was?
Brad Cleveland, the founder of ICMI is someone who has inspired me for decades. From him and others, I have learned that this industry will continue to evolve and advance, like most, but, if you take the time to understand the base principles to effective contact center management and customer experience design, it will complement your understanding of the how and why this game will continually change as customer behaviors and technology evolve.