How CX Leaders Bend Space and Time: Create a Culture of Accountability in Your Contact Center
Join CX leader Jeremy Hyde, Sr. Director of Customer Service at Sun Country Airlines, and AmplifAI's Melissa Pollock and Danielle Latham as they dive into how to transform data into actionable insights that drive real results creating a culture of accountability within your contact center.
Learn the secrets to building a high-performing, accountable call center team:
- The power of setting clear goals and expectations to drive performance and engagement.
- How to use KPIs effectively to make data-driven decisions and identify areas for improvement.
- The importance of real-time feedback and transparent communication for fostering trust and collaboration.
- Strategies for fostering peer accountability and a positive team culture to boost morale and productivity.
- How AI-powered tools like AmplifAI can empower managers and agents alike to achieve their full potential.
Jeremy also shares his personal experience of building a structured and successful team environment from scratch through strategic leadership and the smart use of AI.
Transform your call center with AmplifAI's AI-powered call center performance management platform:
www.amplifai.com/schedule-demo
00:00 Introduction and Speaker Lineup
01:04 Defining Accountability in Contact Centers
03:31 Key Performance Indicators (KPIs) for Accountability
05:20 Effective Communication of Expectations
12:33 Recognition and Celebrating Successes
15:00 Promoting Peer Accountability and Team Culture
17:08 Transparency and Openness in Leadership
23:45 Coaching Practices and Training
27:56 The Shift to a Culture of Accountability
28:08 Navigating Change Management
29:09 Productivity and Customer Satisfaction Improvements
31:05 Real-Time Feedback and Accountability
33:32 From Data Mining to Meaningful Coaching
34:58 Empowering Leaders with Technology
39:58 Developing Internal Talent
42:29 The Ripple Effect of Employee Experience
43:35 Setting and Resetting Leadership Expectations
48:22 Qualitative Improvements in Performance
51:16 The Role of AmplifAI in Transformation
55:18 Conclusion and Final Thoughts
Track, analyze and create accountability through understanding your call center productivity metrics:
www.amplifai.com/blog/call-ce...
Drowning in analytics data? Stop hunting down analytics and start coaching:
www.amplifai.com/blog/call-ce...
How effective are your coaches? Find out by taking the call center coaching effectiveness assessment:
www.amplifai.com/resources/th...
Learn the barriers and top 5 steps to becoming a more effective call center coach:
www.amplifai.com/blog/call-ce...
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