When United Airlines experienced a public relations meltdown for forcibly removing a paying passenger from a flight, there was serious concern over the company’s abysmal customer care. As Twitter lit up with memes mocking United Airlines, customer service experts were busy getting to the root of the problem: poor company culture. While many respected brands take customer service seriously, United lacked a cohesive narrative and customer-centric culture.
Culture is not created in a vacuum; it is born out of a shared mission to deliver excellent customer experiences, ones that are nurtured at every touchpoint. It begins at the top, with managers who lead by example and who are willing to ensure this mission is always carried out, and continues throughout the company. For companies that lack this commitment to customer service in their DNA, the results are always less than ideal.
How Can Call Centers Create a Culture of Collaboration?
Join our panel discussion on Thursday, June 1st at 2:00 PM ET / 11:00 AM PT as the experts reveal top secrets to improving company culture. Hear from veteran customer service thought leaders including Kate Nasser, Adam Toporek, Nancy Porte, Jeff Doran, and Shai Berger.
We talk about:
- How to Hire and Train for Culture
- The Importance of Consistency and Collaboration
- Ways to Improve Culture with Technology
- Plus So Much More!
Who should watch:
- VPs & Directors of Customer Service
- VPs & Directors of Contact Centers
- VPs & Directors of Web/Social Media
- VPs & Directors of Customer Experience
VP, Global Customer Experience
Nancy is a certified customer experience professional (CCXP) and an expert in managing customer-focused operations. She has experience in developing Voice of the Customer programs, transforming organizations.
Customer Service Expert
Adam is a customer experience strategist and founder of CTS Service Solutions, a consultancy that provides organizations with customer-centric solutions.
Customer Service Consultant
As The People Skills Coach™ Kate delivers workshops, keynotes, and consulting for superior customer service and employee engagement.
Founder & President
Jeff has more than 25 years experience with workplace assessments, culture development and contact center operations. Before forming CCEOC Inc, he owned and operated an award winning call center outsourcer.
As a thought leader, innovator, and CEO of Fonolo, Shai Berger is on a clear mission to educate the call center industry on how to improve the customer experience.