Leading Customer-Centric Change: Use Storytelling Techniques to Gain Top-Level Support
It’s no secret that, in some companies, the contact center doesn’t always get the respect it deserves. In today’s customer-driven business climate, you’d think that customer care leaders would have an easier time getting...
Lost in the Labyrinth: C-Level to Cube-Level… Making the Link
Success will come at the C-level when it is realized that the contact center is no longer simply a source of implementing technology and managing people. It is actually a proof point for implementing...
Differentiator Series, Part 5: Selling and Promoting the Contact Center
Our final installment of the differentiator series is perhaps the most important for customer service leadership. Our topic is selling and promoting the contact center. This activity starts at the highest levels, and the...
Engaging the C-Wing
Every organization is different, and one area where those differences are very pronounced is the value that the highest placed leaders apply to the contact center. Yes, some C-levels are “service enlightened” and do...
