When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit uncomfortable or require some courage? 

In this video from my recent LinkedIn Learning course “Contact Center Leadership,” I recall a consulting assessment for the contact center of a large utility. Their director uncovered a problem that took bold actions to resolve. Watch the video to learn more.

Stories from the field: Reporting performance problems from Contact Center Leadership by Brad Cleveland