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.