Characteristics of the Best Managed Contact Centers

Guest Blog Author: Michael Bowling, VP of National Sales at ContactUS

You may have read my past guest blogs for CH Consulting Group regarding the most recent ICMI Contact Center Expo in Fort Lauderdale, specifically for the keynote speaker sessions. I would like to switch gears and talk about the amazing breakout sessions. For this blog, let’s talk about the very helpful (and quite well attended) session lead by Nate Brown (EHS Sustainability) and Brad Cleveland (ICMI), featuring data and observations from ICMI’s consulting practice. This session set forth the observed traits, with three “ingredients” rising above the others. It also invited a self-assessment of the attendee’s own contact center function.

Best Managed Characteristics included the following:

1. Delivers significant value to the organization
2. Customer-focused culture
3. Knows that people are key to the center’s success
4. Cultivates effective processes
5. Effectively leverages technology
6. Gets the budget and support they need
7. Continuously innovates

Three critical “ingredients” that ensure success are:

1. Clear connection between corporate vision and tasks
2. Deep connection to work at all levels
3. Fearlessness in pursuit of attaining the seven characteristics.

Even better, Nate and Brad offered the audience access to a self-explanatory assessment sheet with recommendations for effective use that can be found at: https://www.icmi.com/files/bradprinciples/ICMI-Traits-One-Sheet.pdf – check it out!

 

About CH Consulting Group

CH Consulting Group is a business management consulting company that is
comprised of a nationwide team of Customer Experience Consultants who
specialize in the Omni-Channel Contact Center. We are Thought Leaders from
multiple industries with more than 250 years of combined industry experience
and a far-reaching network of contacts in the space that can help support all
our clients’​ needs. We help navigate the needs of our clients with a creative,
holistic and collaborative methodology, bringing a proven track record, the
right tools, services, and processes to the table for both immediate value and
long-term success.

About ContactUS

ContactUS Communications is a U.S. based contact center services
organization supporting global brands across a variety of industries. Our
highly experienced management team delivers outsourced customer care, inbound and outbound sales, customer retention and win-back programs, as well as technical support. More recently, we have launched our technologies division focused on value-added integrations to CX Cloud software providers and launching our own software solutions focused on the customer journey.