As we approach the end of the year, we reflect on all the major decisions we made, and we start determining what we need to do in the future to do better work. It's great when your leaders are in on the plan, but why are most contact centers leaving out the front line in the equation? We're listening in to Jeremy Hyde as we uncover why it's so vital to be transparent with your team, and how leaders can make the most of the feedback loop to ensure everyone is prepared for major changes.

[6:21 - 7:31] You have to create a culture where you are transparent and honest so that your agents don’t just think you’re telling them what they want to hear. Your actions and words need to be aligned with each other. 

[9:30 - 12:22] It’s important that you are looking at and receiving feedback, not only from customers, but from your agents to see how things are going. 

[17:23 - 19:11] We need to have a plan for how we are going to properly communicate with our agents or it won’t get done. 

[22:19 - 24:28] You need to know what moves the needle and what your executive leaders care about in your organization to ignite change from those executives. 

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