Contact Center Conference - Fall 2013
What’s the secret to outstanding customer service? Companies that consistently provide legendary service all have one thing in common – a customer-focused culture. A strong culture drives employee performance, retention, and engagement. This in turn helps companies earn more referrals, retain more customers, and deliver service more efficiently than their competitors. But building a customer-focused culture takes more than a clever slogan crafted at an off-site management retreat. It’s a never-ending journey that takes hard work, dedication, and a commitment at all levels of the organization. This entertaining, informative, and highly interactive session provides an insightful look at how participants can create a customer-focused culture in their own call centers. Through hands-on experiential activities, collaborative discussion, and real-life examples, participants will gain actionable ideas they can implement back at their companies.
- Experience and identify the three essential elements of a customer-focused culture. An experiential activity will be used to demonstrate each element.
- Evaluate obstacles to implementing each element and craft strategies to overcome these obstacles.
- Evaluate how well culture is currently integrated into your own call center using a simple worksheet.