OpenText WFO Video Series: How can the Contact Center Align with the top Priorities of Executive Leadership?

Competing in any market based on delivering an outstanding customer experience is ranked by many CEO’s as a top priority in the coming years. Yet, as indicated by KPMG  in the 2016 report Now Or Never: CEOs Mobilize For The Fourth Industrial Revolution, “customer loyalty is a concern for 90 percent of CEOs [and just] over half believe they are not keeping pace with customer expectations.”

This reality represents an important opportunity for every contact center because customer service agents work in the front lines where customer expectations either fall short, are met, or are exceeded. Recognizing this opportunity and actually seizing it, however, are two very different things.

But there’s good news: Our 2017 Video Series – Driving Contact Center Awareness Within Your Organization offers advice from industry analysts and experts about how the contact center can align with the top priorities of executive leadership – in relation not only to customer experience but to other critical KPIs as well.

One of our favorite customers, Kate Drea from Asurion, participated in this year’s interview series. We love working with Kate because when it comes to partnership she walks the talk. Kate is both demanding and understanding. She knows her business and relies on close collaboration with her team and ours to keep up to speed on the latest technology. Kate listens intently and speaks with authority. You should listen to what Kate has to say about the importance of partnership at every level within her organization – all the way up to the executive suite. In the World According to Kate, partnership is the “secret sauce.”

We certainly agree.

This partnership with the C-suite and aligning contact center goals with those of the broader business is a really important part of being a leader, so you should take a moment to hear how the other Video Series speakers approach this topic.

In all, our speakers answer eight important questions about driving awareness of the contact center within your organization and explain why this should be of interest to every contact center agent, supervisor, manager and executive:

  1. What defines a positive customer experience?
  2. Why should customer experience be a top enterprise goal?
  3. How can the contact center be positioned as a leader in customer experience?
  4. How can the contact center align with the top priorities of executive leadership?
  5. What’s the best way to coordinate contact center goals with other business units?
  6. What performance goals resonate most with executive leadership?
  7. What other tools demonstrate contact center impact to the executive team?
  8. What are some lessons learned about reporting to the executive team?

And continue the conversation by using the “Get in Touch with a WFO Expert” form on the Video Series pages, or by commenting on our Video Series blog posts:

We have already posted blogs related to Question 1 (authored by Steve Graff), Question 2 (from Alan Porter) and Question 3 (by Roger Lee, aka Dr. WFO).

We’re excited to get all these great ideas out there in front of you. Take a moment when you can to let us know how it’s going.

Matthew Storm

With an explosive start in the customer service industry, Matthew has an eye on tech and a heart for the customer.Matthew is the Director of Product Marketing on the OpenText CEM team and enjoys speaking to customers, debating with journalists, and traveling the world.

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