Your contact centre is a superhero? You might be surprised—after all, contact centres are often:
Not exactly the standard definition for a superhero. But for customer-centric organisations, the term “contact centre superhero” is an accurate—and multi-faceted—description. It’s up to you whether or not you endow your contact centre with exceptional, superhuman abilities, so your company truly can become customer-centric.
The heart of a customer-centric organisation is the contact centre. This is the frontline to your customers, the source and sustenance for the customer intelligence lifeblood critical to your success. Companies that are superheroes:
It makes sense that superhero contact centres need to be staffed by exceptional people with distinct skill sets. These stellar agents:
And, as you can imagine, it takes a special kind of leader to create and maintain a superhero contact centre staffed by superhero agents.