Successful contact center leaders design an organizational structure that facilitates collaboration among and across job...
Read More >>>Tag Archives: culture
The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success
Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that...
Read More >>>The Best-Managed Contact Centers: #2 – They Have a Supporting Culture
Characteristic #2: They Have a Supporting Culture Culture — the inveterate principles or values of...
Read More >>>Leading a Distributed Team
Leaders Need to Spend Time on the Frontline
Don’t Leave Culture to Chance
Should We Have a Chief Customer Officer?
Quality Management Across Channels
As you role out the new channels made possible through mobile and social ecosystems, it’s important to uphold a strategy of quality management across all...
Read More >>>Creating an Engaging Culture
Johann Wolfgang Von Goethe once said, “Instruction does much, but encouragement does everything.” Many studies bolster this view, showing a strong link between engaged employees...
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