Send us a text Have you ever caught yourself jumping to conclusions about someone based on their age or financial status? Our latest episode peels back the layers of ageism and bias within customer service, highlighting a conversation that will challenge your assumptions. Tune in as we dissect a fascinating call between a contact centre agent and a customer who, on the surface, appears to be a frugal pensioner struggling with the cost of a pool cleaning service. The dialogue takes an u...
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Send us a text Have you ever caught yourself jumping to conclusions about someone based on their age or financial status? Our latest episode peels back the layers of ageism and bias within customer service, highlighting a conversation that will challenge your assumptions. Tune in as we dissect a fascinating call between a contact centre agent and a customer who, on the surface, appears to be a frugal pensioner struggling with the cost of a pool cleaning service. The dialogue takes an u...
Understand ROLES: How Does Status Damage Your Contact Centre?
The Reality of Contact Centres
9 minutes
2 years ago
Understand ROLES: How Does Status Damage Your Contact Centre?
Send us a text In the second of our 6-part DRIVES series, Bob & Jeremy explain the vital function of Roles and its impact on team dynamics within contact centres. Are you using your power and authority as a manager in the right way to foster collaboration within your team?Do you ensure your team understand their roles and play to their strengths, making decisions within their defined responsibilities?This episode shows you how breaking down hierarchical barriers and encouraging open commu...
The Reality of Contact Centres
Send us a text Have you ever caught yourself jumping to conclusions about someone based on their age or financial status? Our latest episode peels back the layers of ageism and bias within customer service, highlighting a conversation that will challenge your assumptions. Tune in as we dissect a fascinating call between a contact centre agent and a customer who, on the surface, appears to be a frugal pensioner struggling with the cost of a pool cleaning service. The dialogue takes an u...
