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Developing Mission, Vision and Guiding Principles in Call Centre Operations Will Improve Customer Service experience

Taylor Reach Group

Whichever path you choose, the idea is to bring to life the essence of what the organization aspires to be (through the Company and Call Centre Operations Mission and Vision statements and/or Brand) to practical and applicable terms (through the Guiding Principles) for the front-line staff.

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Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott

Connecting the Dots

Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. Carey Center for Service Leadership. I am Darima Fotheringham. Today I’m talking to Scott Broetzmann and Mary Murcott. It goes both ways.