I have had the pleasure of speaking with Donna Fluss, President of DMG Consulting, on numerous occasions, and she often ends her sessions with a very compelling illustration – a boardroom table with one empty seat. She then asks the audience, “How do you earn your seat at the table?” Then, with the right amount of poise and firmness, she challenges the audience to align their day-to-day lives with the quarter-by-quarter business objectives of their organization. “It is up to you,” she says, “to establish the importance of the contact center in helping the enterprise achieve its strategic goals.”
In much the same way, I often see the normal cast of characters: CEO, CFO, CMO, COO, CIO, CTO…involved in strategy, but painfully unaware of the role that their contact center plays in driving corporate customer experience goals. So to help you drive contact center awareness, OpenText WFO Software is launching a new video series with your journey in mind.
Our 2017 video series is now online and features a great line-up of industry veterans and analysts. We asked each speaker their view on questions such as:
- What defines a positive customer experience with your company?
- How do you align your contact center with top priorities of your executive leadership?
- How do you align your goals with these other business units?
And the list goes on! Visit the Video Series where you can easily navigate from question to question and from speaker to speaker, then listen to video commentaries from each panelist.
We encourage you to share the insights. Each video clip is very short, and as they are published over the coming weeks you can share a specific video with your colleagues or via social media by clicking on the blue “share” box under each video. Use the hashtag #CCTRImpact.
Finally, I want to extend my sincere thanks to Donna, Jason, Keith, Kate and Roger for their time in helping us to bring this series to you. Their individual expertise is highly respected in our industry, and we all hope the advice they have offered in each video will help you get closer to having your place at the table.