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The Journey to a Customer-focused Culture

  • Pointe Hilton Tapatio Cliffs Resort 11111 North 7th Street Phoenix, AZ 85020 United States (map)

Contact Center Conference - Fall 2013

What’s the secret to outstanding customer service? Companies that consistently provide legendary service all have one thing in common – a customer-focused culture. A strong culture drives employee performance, retention, and engagement. This in turn helps companies earn more referrals, retain more customers, and deliver service more efficiently than their competitors. But building a customer-focused culture takes more than a clever slogan crafted at an off-site management retreat. It’s a never-ending journey that takes hard work, dedication, and a commitment at all levels of the organization. This entertaining, informative, and highly interactive session provides an insightful look at how participants can create a customer-focused culture in their own call centers. Through hands-on experiential activities, collaborative discussion, and real-life examples, participants will gain actionable ideas they can implement back at their companies.

Session Takeaways:

  • Experience and identify the three essential elements of a customer-focused culture. An experiential activity will be used to demonstrate each element.  
  • Evaluate obstacles to implementing each element and craft strategies to overcome these obstacles.  
  • Evaluate how well culture is currently integrated into your own call center using a simple worksheet.

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