Cultural tone may be set at the executive leadership level of an organization, but the true organizational culture is the culmination of the many flavors of human spanning an organization. Diversity of thought, gender, color, race, ethnicity, orientation, personality, and everything in between help weave a vital fabric the leads to engagement and success, from employees to customers.
In this CCW Austin panelist feature, CCW talks with Oris Stuart, the NBA’s Diversity and Inclusion Officer, about just how the NBA became the leader in diversity among professional sports leagues.
To get a copy of this interview sent to you directly, please contact us here.
Organizational culture serves as the foundation for all organizational pillars, customer function included. As the contact center environment serves as your front line for sales and/or service, it could be argued that contact center agents that aren’t empowered by strong organizational culture can quite easily do more harm than good for both your brand and your business. In this CCW panelist feature, Customer Management Practice Principal Analyst & Divisional Director, Michael DeJager, speaks with Kelli Barabasz, customer care lead at the National Notary Association (NNA), about their cultural transformation rooted in the contact center.
To get a copy of this interview sent to you directly, contact us here.