The most effective leaders focus on the contact center’s opportunity to create value for customers and the organization. There are three levels on which contact centers can create value. They include efficiency, customer satisfaction and loyalty, and strategic value. Only a small percentage of organizations really leverage the strategic value of their contact centers.

Find out how you can boost the strategic value of your center in this video from my LinkedIn Learning course “Contact Center Leadership.“

Boosting the contact center’s strategic value from Contact Center Leadership by Brad Cleveland