Do your employees look up?
When they are faced with a challenge, do they feel comfortable discussing it with their manager, or do they feel they have to keep their head down and solve the issue themselves?
I once visited a company where employees were told not to look up; basically, if they came across a problem, they were supposed to solve it themselves and leave leadership out of it.
But that way of thinking is problematic for employees and doesn’t help customers get the level of help they need.
The contact center has always had a certain amount of …
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