MediaOcean’s VP of Support and Training, Stephanie Dorman, singlehandedly restructured and advanced the company’s contact center department with an eye for customer centricity and employee satisfaction. She spoke with me in an exclusive interview about how she did it.

“There were times when we all thought we were going to lose our hair […] but we developed a very strong team out of it because of what we had to go through together,” she said on navigating her team through the company’s early days of a company merger.

In the interview, Dorman outlined several options for building a strong team. She insists on support from executives, approachable and readily-available training and foregoing a tiered-management structure as key elements to a successful contact center.

The four-part series on www.CallCenterWeek.com emphasizes customer centricity. Dorman stressed that they key to customer care is in making a personal connection, which means creating a culture where employees are viewed as integral to the department and company. Dorman will discuss these topics further at the event. She will also touch on the tools to empower and train employees.