What do you wish your CEO knew about your center?

[mikael]

If you knew that you were going to have your CEO's complete and undivided attention for 5 minutes, what would you tell her/him in that time that he/she really needs to know?

What is it that CEO's typically *don't* know or understand about their company's customer contact center?

What is it, that if they knew it, would make your job easier?

If I gave you a magic wand, with only 1 charge, that you could use to implant a single concept or bit of knowledge about contact centers into your CEO's head... what would you use it on?

Over the years, I've developed my ideas about the answers -- I'm curious to see how others might approach these questions.

[tobias01]

5 minutes with the CEO:

I would focus my comment on pointing out what and how more business knowledge, staff, better resources or incentives would help CS provide better service levels to customers.

I definelty would make it a positive thought, not focusing on negative, but being realistic if I felt that needed to be addressed.

usually at that level, they want to hear a plan or idea...not compalining with no solution presented.

have fun! If you job is great...tell them that to!

Nothing wrong with a little ---- kissing!

[Saramencia]

Hi Mikael.

First of all, I want to congratulate you because your inputs are very wise and practical. I have learned a lot of your participation here.

Then, I just can say to my CEO, two things:

What's the transactional cost via the CC versus a personal contact.

How many contacts a CC can handle versus a personal contact.

What's our contribution to the PNL.

As you see... 5 minutes is too much!!