Customer Centricity In 2019: Reviewing The Past, Embracing The Future
From debate over the word "call center," to evolving customer demands, to new ways of thinking about metrics and technology, the customer contact landscape has changed greatly over the past twenty years.
In an exclusive CCW Digital podcast, Alorica president Colleen Beers discusses what has changed -- and what has stayed the same -- when it comes to delivering a great customer experience. She also looks toward the future, offering particular insight into how we can cultivate the best possible leaders.
Beers' reflection on the past twenty years is no random occurrence; rather, it coincides with the 20th anniversary of the CCW brand. As a longtime CCW advisor and thought leader, she has enjoyed a front row seat to the event's transformation.
Her CCW Excellence Award-winning company Alorica is also celebrating its 20th anniversary this year.
Listen to the podcast below: