Executive Interview : 8 Ideas On Communicating Between Your Board & Contact Center
Being a liaison between the Board and Contact Center is never easy. Both can have differing opinions on the corp business. Conveying the importance of the Contact Center operations can sometimes be difficult. ContactCenterWorld.com asked: How can you educate your board on what the contact center does?
|"If they do not know they are the wrong board members, change them out." < br > < br > - George Cisler, President, Cyber Control llc, United States|
|"Understand the strategic plan of the company and performance metrics. Be able to explain what your organization does that directly impacts (include the possible adverse impact) the strategic plan, goals, and metrics." < br > < br > - Myra Kassim, Contact Center Manager, Chesapeake Employers Insurance Company, United States|
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|"Monthly updates that concisely outline the services, goals, successes and accomplishments. Site visits are also helpful." < br > < br > - Becky Saurers, Contact Center and Learning Consultant, Saurers Consulting, United States|
|"Share what you have learned from here and how was it applied on the job. What benefits did the organization get through this?" < br > < br > - Suresh A.V, President - International Operations and CEO Forbes Pro, Eureka forbes, India|
|"Customer satisfaction index, Brand loyal customers index, Surveys results and statistics of referral program (If there would be any)." < br > < br > - Wasif Balouch Ashrafi, Senior General Manager Contact Center, ARY Services Pakistan, Pakistan|
|"Invite them to visit. Give a full tour and make sure they spend more than 15 minutes shaking hands." < br > < br > - Randall Anderson, Chief Operations Officer, ListenTrust, United States|
|"Invite them to call into the center for themselves and present a broad range of conflicts and situations. If you've done your work well it will reflect in the feedback. If not you will know your areas of opportunity." < br > < br > - Darrell Watts, Owner, Miles Technology Group Inc, United States|
|"We encounter so many different customers with different problems so the part of the agent should be flexible in whatever difficult situations we encounter." < br > < br > - Doreen Facunla, Survey Contact Center, Philippines|
Today's Tip of the Day - Lifetime Of A Number
Published: Thursday, October 29, 2015
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