Assessing What Needs To Be Transformed in Contact Centers

January 23, 2019 / GuidesFor Team

“Leaders want their agents to be flexible and self-motivated. Yet I’m perplexed when I see contact center leaders that are often their own worst enemies and resisting change,” Customer Think believes.  It is often true that leaders want the best for their organizations, including contact centers. They want change. However, the irony is that these very same leaders are the ones blocking the change that they desire. The article specifies that new needs require new thinking. If leaders get stuck in the same way that they have been thinking for the past few years,  they would not be able to provide solutions to a different need. ~ Lornajane Altura

Read the source article at CustomerThink

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