Executive Brief – Leadership in an Evolving Contact Center Ecosystem
Session Abstract The one constant in the contact center ecosystem is change. The key to success is to have a methodology that blends time tested strategies with the ever-shifting needs of the business. Dynamic leaders can pivot with technology, process, and people...
Three Skill Sets Leaders Need to Prioritize Today
Today, transformative skill sets are needed to build teams that are cohesive, productive, profitable and happy. (Not necessarily in that order). If you have blind spots, you, your team, and your organization will struggle to thrive in a business climate that is...
An Excerpt from the 18th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange Chronicles
Empowering Associates to Enhance Customer Experience and Efficiencies Jasmine Green shared her organization’s approach to creating a more customer-centric culture and some of the methods used to build programs and involve associates in the process. This included...
The Three Shifts of Customer Leadership
What are the most essential shifts a key account director needs to make in order to see industry-leading customer results in their business? The answer is not doing more activity or more technology. It’s a shift in perspective. Why? This is because we read the...