The International Customer Management Institute (ICMI) held it's annual Global Contact Center Awards ceremony on May 23 at ICMI's Contact Center Expo and Conference in Orlando, Florida.
Clio, a leading provider of cloud-based legal practice management software, took home the hardware for Best Contact Center Culture.
There are many things Clio does that give it's contact center an elite culture. Here are just a few:
There is a shared customer service vision
Employees receive extensive training on how they can support the vision
Contact center agents are empowered to deliver outstanding service
Customer feedback is shared with developers to make the software customer-centric
Clio's leaders constantly reinforce the culture with employees
I was particularly thrilled to see Clio win because the company is one of several organizations whose best practices are profiled in my book, The Service Culture Handbook.
One of the most impressive things about Clio's contact center is the leadership team's commitment. Clio became a client of mine in 2014, and I worked with then Director of Customer Support, Catherine Hillier, on an initiative to use customer service as a source of competitive advantage.
The project included a customer service assessment that outlined the team's strength's and created a prioritized roadmap for continued growth. Our project formally ended after just a few months, but we've held annual check-ins since then. Hillier and other leaders like David Perry, Customer Support Manager, have been unwavering in their commitment to develop and grow Clio's customer-focused culture.
That tenacity is something that sets elite organizations like Clio apart.
Leaders like Hillier and Perry know that culture isn't a quick fix. You can't transform your organization with a temporary committee or a half-day training class.
You've got to be in it for the long haul.
Now Clio's support team has a prestigious award to recognize their incredible achievements. Perry and Marc Dyer, Senior Director of Customer Experience, where on hand to represent Clio and accept it at the conference.
Obligatory blurry photo. From left to right: Marc Dyer, David Perry, and Justin Robbins (ICMI's head of award judges and content director)