An Unguarded Thought on Customer Contact Centers

By : Rudy Vidal | | Category : Contact Center Management Corporate Culture Customer Sat- Philosophy Customer Satisfaction Customer Service Extreme Customer Satisfaction inContact

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While putting the finishing touches on a white paper on contact center cultures, this spilled out onto the keyboard.
It’s may not be right for the white paper but I thought I would share it.
(This is what happens when you listen to Schubert while working.)

Contact Centers form very specific kinds of cultures, which require special care and attention, and present challenges not usually seen elsewhere in the organization.  They are labors of love.

At times, it is difficult to discern a contact center culture from that of a production line, a command center or a hospital.  The origins of the contact center workforce is often diverse, at the same time, constant and committed.
Contact centers may have the highest turnover rate of any corporate discipline, but are kept running by devoted individuals that often offer entire careers to the service of those they don’t know.
A contact center reads the life-pulse of any organization, feels the tremblings of a failed business and the trends of immense growth, usually before the rest of us.
Customer contact centers hold the key to the future of our businesses through their access to the hearts and voice of our customers.  Yet, we often see them as cost centers, necessary evils in our effort to create brands.
Contact centers collect the leaks of corporate miscalculation and work knee-deep in water everyday.
Customer contact centers are one of most powerful touch-points we have, and the most directly impacting tool in creating Xtreme Customer Loyalty.

Support and visit your customer contact center, it’s good for business.

Rudy Vidal
Committed to XCL