Changing the companywide mindset about concepts such as proximity, connection and communication is the first step toward reshaping the culture to better align with a hybrid work environment.

The rampant spread of highly contagious variants of the virus has more companies grappling with whether to require employees to be vaccinated before returning to the workplace.

True collaboration requires a high degree of trust and a willingness to let go of one’s own power and ‘turf.’

This additional focus on connecting will remain even when we return to the office. It has become a critical part of our culture, a reflection of how we work and engage with each other.

Agents need MORE, not less, training during a recession because there are greater demands on their skills.

We try to be superior at what we do. We want to offer the absolute best we can to the customer. We’re not driven by one quick sale; we’re driven by always doing the right thing.

Leaders have a unique responsibility to influence the overall direction that their business unit will assume. This is true even when one is faced with the kinds of conditions many must confront...

The bottom line is this: If your company culture is healthy and strong, you’re going to be able to adapt and pivot.

As with the customer experience, EX isn’t something that just happens; it must be intentionally designed.

Redefining how the leadership team’s performance is evaluated is a critical first step in an organization’s efforts to walk the talk.

There are many work environment, scheduling or workflow changes that can be executed simply with the investment of a little bit of time!

Culture is important to innovation because it indicates how the organization handles risk, diversity of thought, and the inclusion of new ideas.

As managers, your job is to elicit the ‘right’ behavior at scale, repeatedly.

The majority of our agents are living within a socioeconomic band and living situation where they constantly have less resources with which to address crisis or problems that crop up in their lives.

When those without a real understanding of what it takes to run a contact center make leadership selections, they may be basing decisions on the wrong criteria.