Spearheading a Contact Center Cultural Transformation
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 Austin 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.
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