The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success

Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that you don’t see every day at Virgin Mobile’s Customer Care center. Nintendo has a break room (yes, with video games) that puts most others to shame. Wells Fargo Banker Connection has a somewhat more formal, polished atmosphere — expected and fitting in the banking environment. But in each case, a people-first philosophy is evident.

shutterstock_319996529 peopleNancy 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.

This blog post is part of a series on the 12 Characteristics of the Best Managed Contact Centers. Read about Characteristic #1: They Produce High Levels of Value and Characteristic #2: They Have a Supporting Culture.

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