Summary
With many consumer-facing employees' jobs evolving in real time, many company executives say they're trying to identify those who are truly customer-centric, and how to train them properly so they can deliver a high-quality experience with every interaction. Others, however, believe not enough emphasis has been placed on finding the right people in the first place. Besides observing what works and what doesn't in your company's customer-centric strategies, referrals from valued employees already at your organization can be a large step up, according to Kim Murphy, VP of employee benefits for Akron, OH-based contact center solution provider InfoCision. For applicants not referred by existing staffers, it's important to examine the traits that make these people tick. Given the ever-shifting roles that customer-facing employees are asked to undertake, training with an eye toward evolution is crucial. Those who don't focus on hiring the right employees risk losing not only customers, but prospects, too.
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Extract
They Aim to Please
EDWARD FIELDS DECIDED TO CREATE A COMPANY in 2004 because he wanted one very simple thing: to make sure he was never again surprised at any of the parent-teacher conferences he attended for one of his four kids. "It's probably silly to spend $14 million and five years of your life to get that capability," he recalls now. "But that was the core driver for me."
Today, the company he created, Befhesda, Md.-based HotChalk, has become far more than his personal early-warning system. It's a comprehensive learning envirc ment for K-1 2 teachers, students, and parents, including a learning management system; a library of teacher-contributed lesson plans; digital content such as video from NBC News; and professional development for teachers - all available through any Internet browser. With more than 410,000 registered teachers and 80,000 schools in 188 countries utili...See the full content of this document
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