Too often we are focused on following the roadmap to call center self-improvement, when letting everyone (leaders and CSRs) challenge conventional wisdom brings change much faster.
People Culture COVID-19
To create meaningful change in the workplace, feedback about D&I challenges and obstacles must come from those who experience them on a day-to-day basis.
People Hiring Culture
How and why people feel the way they do is very complicated. It gets even more problematic when viewed across your entire ecosystem.
People Engagement Culture
Leaders need to make sure in times of war, and in times of trouble, they are visible.
Employees need to be able to exchange work experiences and knowledge during the day with one or two clicks.
We execute on what our customers are telling us, not what we think.
The most important thing you can do is accept positive and negative criticism of yourself. It builds trust.
The concept of work-life balance is gaining traction in North America as labor shortages allow workers to be more selective about the companies for whom they choose to work.
People Culture COVID-19 Agent Motivation
Employee-centric decision-making drives high engagement and fast growth.
The focus of the training was to help everyone understand that service isn't something that you do in the call center. It's something that ALL of us do.
Nature—and drama—loves a vacuum. People who don't understand what's happening will eventually make up their own scenarios, spinning the narrative in whichever way causes the...