How to Build a Customer-Centric Culture in Your Call Center

How to Build a Customer-Centric Culture in Your Call CenterA well-defined company culture is crucial to the morale of any business. Organizations like Amazon and Zappos have created customer-centric brands that are directly reflected in their customer service. For contact centers to cultivate a customer-centric culture, managers must be diligent about producing teams with like-minded characteristics. In fact, Zappos is happy to fire employees if they do not fit within their culture! Don’t make firing a habit, instead, recognize who is cut out for the job and design a strategy that breeds success.

In our Google Hangout on Thursday, June 1st at 2PM ET/11AM PT, we ask customer service experts Kate Nasser, Adam Toporek, Nancy Porte, Jeff Dornan, and Shai Berger about how to achieve a successful customer-centric call center.

Register now for our enlightening panel discussion.

Here’s a sneak peak at the slides!


How Can Call Centers Create a Culture of Collaboration?

Tweet your comments and questions to @Fonolo with hashtag #CustServ or comment on our live conversation streaming from Google+.

We talk about:

  • How to Hire and Train for Culture
  • The Importance of Consistency and CollaborationWatch Now
  • 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

The Panelists:

Nancy PorteNancy Porte

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.

Twitter: @nporte

Adam Toporek,Adam Toporek

CTS Service SolutionsCustomer Service Expert

Adam is a customer experience strategist and founder of CTS Service Solutions, a consultancy that provides organizations with customer-centric solutions.

Twitter: @adamtoporek

Kate NasserKate Nasser

People SkillsCustomer Service Consultant

As The People Skills Coach™ Kate delivers workshops, keynotes, and consulting for superior customer service and employee engagement.

Twitter: @KateNasser

Jeff DoranJeff Doran

CCEOC Inc.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.

Twitter: @ccemploy

Shai BergerShai Berger

FonoloAs a though 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.

Twitter: @shaiberger