Dear Reader,I am working with a client and we are working on organizational viability 300+ contact center advisers will get to do work where they can help customers achieve their purpose or solve problems.
I listened to some of the advisers we have working in the new way and they have a new outlook on life and a job that they look forward to everyday. No tormenting targets and measures, just a focus on doing a good job. We all should be so lucky!
This in a contact center where morale was very low. The buzz about the center is unbridled as advisers want their group to be the next to work in the new way. I cannot blame them.
The Unions, what's not to like? When you make workers relevant and treat them with respect. More importantly, you give them a better and more interesting job to do.
And customers, they love it too. Imagine calling up and actually getting your problem solved or all your questions answered without the person talking on the other side trying to get you off the phone.
Failure demand has dropped from well over 50% to less than 5% and will create capacity.
Success breeds the copycats. Many pretenders use the same language and sound quite convincing, but in the end they lack method. In this case, the Vanguard Method.
From my home website:
"International clients have said that working with the Vanguard Method has been the most important change in thinking that they have ever experienced in their working life."
Yep, it's true.