How to Create a Healthy Contact Center Culture…When It Matters Most
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The contact center is the pulse of any organization and is critical to the bottom-line success of your business strategy. The right culture harnesses the power of your most important asset – your employees – to delight members, deepen loyalty, and most importantly, build long-term brand affinity. The pandemic has been the ultimate stress test on business. Yet contact centers remain on the frontline of member service and demand for support is only expected to increase. Terri Panhans, Vice President Contact Center Solutions and Tracy Gudmundson, Vice President of Contact Center Operations will share actionable strategies to create healthy call center culture, create better agents and an exceptional member experience.