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Begin planning your schedule by browsing the list of sessions and activities, filtering by pass type, track and type of session. Additional sessions will be added on an ongoing basis, so check back frequently!

Building a Customer-Focused Culture

Date: Thursday, October 7

Time: 10:15am - 11:15am

Pass Type: Digital Standard Pass - Get your pass now!

Track: Video Discussion Group

Session Type: Interactive Discussion

Vault Recording: TBD

CAMERA ON! Turn on your webcam and join your peers for lively discussion and sharing around the biggest challenges and timeliest topics facing contact centers today.

Attendance in these valuable sessions is limited to maximize interactivity.

A contact center's culture directly impacts the customer experience. Whether agents habitually go the
extra mile, attack the root cause of problems, and take action when they identify opportunities to improve depends on the team's shared values. While these values were easily identified through in-person workshops and reinforced in stand-up meetings at the start of a shift, creative managers are finding ways to communicate values to their teams even when they are not together. Chime in on this audience-driven discussion, hosted by Talkdesk, about creating and sustaining robust and customer-focused culture.

  • How can we showcase our organizational culture to prospective employees who may never visit our office?
  • Do hiring managers and trainers need to rethink onboarding with an increased focus on culture?
  • What initiatives can leaders begin remotely to define and strengthen a weak organizational culture?
  • What obstacles challenge our ability to keep culture at the top of mind for remote agents?
  • How can leaderssustain and reinforce culture from afar?