Podcast: Citizens Bank SVP Talks Customer Escalations, Contact Center Leadership
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The latest CCW Digital Podcast features an interview with Cheryl China of Citizens Bank.
China leads the financial organization's customer escalation team, and escalation strategy unsurprisingly comes into play during the conversation.
China reveals how her team handles interactions with a heightened emotional element.
Not simply about escalations, the interview also reviews China's journey to senior leadership. How did she get started? How did she overcome change and challenge throughout her journey? How does she continue to elevate the culture -- and her team's performance?
The in-depth conversation reveals these answers and more. Listen below:
Tags:
customer complaints
culture
