Guest Blog: Hiring and Leadership to Improve CX in Your Call Center

This week we feature an article by Matthew Smollen who says ensuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business.
Ensuring your clients have an amazing experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus.
Now more than ever companies are opening more and larger contact centers and with them all focusing on CX that means more competition for you. It doesn’t matter if it’s a first-time caller or a long term client. You need to deliver memorable and high-quality interactions throughout the entirety of the customer journey.
You need to make sure that two major factors are strong. Who you hire, then how you lead them. Be picky, find the