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The Best-Managed Contact Centers: #2 – They Have a Supporting Culture

The Best-Managed Contact Centers: #2 – They Have a Supporting Culture

Jan 5, 2016 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Characteristic #2: They Have a Supporting Culture  Culture — the inveterate principles or values of the organization — tends to guide behavior, and can either support and further or, as some have learned the hard way, ruin the best-laid plans for organizational...
Leading a Distributed Team

Leading a Distributed Team

Feb 20, 2015 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

Leaders Need to Spend Time on the Frontline

Leaders Need to Spend Time on the Frontline

Jan 9, 2015 | Customer Service, Leadership, Organization and Culture, Videos

Don’t Leave Culture to Chance

Don’t Leave Culture to Chance

Oct 8, 2014 | Call Center, Contact Center, Leadership, Organization and Culture, Videos

Should We Have a Chief Customer Officer?

Should We Have a Chief Customer Officer?

Apr 15, 2014 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture, Videos

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