CX Leader Award Nomination

The Customer Experience (CX) Leader is the person that does an outstanding job in creating a culture of CX obsession in the contact center and/or the organization.

Examples of a great CX Leader:

• Passionate about being customer centric
• Effective at defining the CX the organization wants to deliver and communicating what customers expect
• Ensures that any employee hired or working in the contact center and/or organization is customer centric
• Effective at sharing CX goals, prioritizing CX initiatives, and ensuring the necessary resources are available for achieving CX goals and objectives
• Implements the necessary people, processes, and technology practices to help achieve the FCR and Csat goals
• Constantly reassesses resources to ensure they are in the right place at the right time
• Ensures all employees are passionate about resolving calls and doing what it takes to resolve calls, preferably on the first call
• Ensures all contact center employees are accountable to FCR, call resolution, and Csat metrics
• Ensures CSR call resolution and Csat are the metrics driving the recognition program
• Ensures CSR call resolution and Csat is the focus of the training and coaching programs
• Uses a customer quality assurance program versus the traditional quality assurance program
• Uses customer feedback to identify CX improvement opportunities, and based on that information makes the necessary people, processes, and technology improvements
• Ensures voice of the customer metrics (e.g., FCR, Csat, and call resolution) are reported to all levels (CSR to C-Level)