If you’ve chosen a career as a contact center manager, it won’t take long to realize how demanding the job is. It takes someone with many special qualities to succeed in this line of work. We’ve spoken to our fair share of call center managers, and we’ve noticed that many of the shining stars share a variety of common attributes. That’s why we’ve developed this handy dandy anatomy chart to highlight the characteristics needed to successfully handle this role. Continue reading
Tag Archives: customer-experience-manager
The customer experience has grown to be one of the leading determinants of customer satisfaction in the contact center. A recent study by Dimension Data shows that 82% of companies recognize the customer experience as a competitive differentiator, and 77.5% recognize it as the most important strategic performance measure.
With the sheer number of individuals talking about the customer experience, it can be hard to find great thought leaders, and as a CX manager it’s important for you to know who the most influential people in the space are. That’s why each year Fonolo sets out to determine the top thought leaders in the industry, so companies can learn from the best.
Nowadays, customer service is more than just responding to queries; it’s a full blown strategic department aiming to strengthen the customer experience. Yet delivering experiences that consistently impress the customer and stand out from the crowd remains a difficult endeavor for most contact centers. Executives are placing bandage solutions on problems and failing to realize that it’s a marathon, not a sprint. CX management is about managing customers, processes, agents, metrics, and technologies – these things just can’t turn around overnight. Although it requires a tremendous amount of time, effort, and attention to detail, the upside is worth the investment. Companies that excel in delivering a superior customer experience realize a growth in revenue and earn stronger loyalty among a customer’s lifetime.
If your serious about building a compelling customer experience, it’s time to develop thorough, well-thought out answers to these three critical questions. Continue reading →