Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that you don’t see every day at some tech contact centers. Some centers who cater to a younger workforce have break room amenities, such as video game consoles, that put most others to shame. Other centers, especially those who serve business customers, maintain a somewhat more formal, polished atmosphere. But regardless of the specifics, a people-first philosophy is evident in the best-managed contact centers.
Nancy Tichbon, vice president of Customer Care, Virgin Mobile Canada and Bell Mobility/Bell Residential Service, put it this way: “It just makes sense to us: If our people are happy and motivated, our customers are going to have a great experience. And it goes without saying that if our customers are satisfied, our shareholders will be delighted. Thus, if we live by this value … ultimately, everyone wins.”
The most important implication of the trends in the best-managed contact centers is clear: Your people are the key to success.
Excerpt from Call Center Management on Fast Forward, Brad Cleveland.