Thought leadership series ft. Carta: Advice for emerging contact center leaders скачать в хорошем качестве

Thought leadership series ft. Carta: Advice for emerging contact center leaders

Welcome to Level AI's Thought Leadership Series! In this series, we chat with contact center leaders on problems other contact centers might be facing--to share with our community. Listen to Dave Demarco, Vice President, Delivery and Business systems talk about what it takes to become a smart contact center leader in the modern CX space. -------------------------------------- Ashish Nagar: Your top three pieces of advice to a contact center leader could be on any topic, right? If you are managing an org of 50 plus agents, I would say that's where complexity starts to kick in. Or 30 plus agents and go up to 20,000, 60,000 agents. But the top three pieces of advice... Dave Demarco: The top three pieces of advice are, number one, keep things simple and build a foundation, a system and framework that will scale. Number two, focus on the fundamentals more than anything. There's certain basic things that you need to do in a contact center. You need to be responsive to your customers. You need to do quality work. And third thing is you need to have high-quality interactions. Everything you do really should be based on continuing to improve those three fundamentals because those fundamentals do two things. One, they drive customer happiness, and two, it will also drive productivity, and, allow you to scale at a very rapid rate. The third aspect is to never be complacent. There's almost a healthy level of curiosity. I don't want to call it paranoia because it's not that. It's thinking about what is the next evolution that could be of our organization, and then really going after, and, looking for the capabilities that are going to help you solve the next generation of problems, or get to the next level of customer happiness or solve the next level of scale. Having an environment where curiosity is rewarded, and ideas are tested, not everything's going to work out, and you need to be okay with that. But you need to be able to recognize failures quickly, move past them, put them behind you, and actually take those learnings and apply them to your future decisions. But having that healthy environment of curiosity where people do challenge the status quo and are always looking for ways to look at things somewhat unconventionally is a healthy environment.