Turn Your Contact Center Agents into Loyalty Makers

Presented by

Beatrice Perry, Customer Experience Advocate & Jill Griffin, The Loyalty Maker

About this talk

Contact Center Agents must be more than service providers, they must be Loyalty Makers. Jill Griffin, Loyalty Maker™ pioneer, will teach you: -How to recruit and hire Loyalty Makers for your contact center -Why “manage the contact center managers” is critical to loyalty building -Simple ways to inject “loyalty mentality” into your center’s culture -Why call center metrics can destroy loyalty building; what to use instead -How innovative firms use “job ownership” to transform Contact Center Agents into Loyalty Makers

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.