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Sep 28, 2017

Recorded at CCW Cheryl China joins us and reviews her 19 year history at Citizens Bank. She still to this day makes it a point every single day to walk out onto the floor of the contact center with a key point being to say good morning to everyone or at least welcome folks at the beginning of their respective days. She wants the team to understand that she’s there for them. As Cheryl says, she might not be able to answer every single question as she could back in the day but she can certainly find the answer or find someone who can find the answer. She sees the contact center folks as the most important people at the bank as they are the front line, the people that are talking to the bank’s customers. Cheryl notes that customers have changed over the years and she takes us through today’s reality. And what it means to manage your personal brand.