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I am always thinking about how can my contact center be different?  How can we have better quality, how can we as management engage our employees better?

One of the thoughts that I had when I was out sick with Covid, was doing a Reddit style Ask Me Anything (AMA) and having all the employees do just that, and me anything they want.

It was AWESOME!

So many times we just assume that people understand why we do what we do, why this policy is in effect, why we don't allow that.  If we dont explain then may times there is the assumpltion of "thats just how it's always been done" or " they just want to be mean", or even "that makes no sense!"

This allowed me to explain questions, policies, procedures, and topics that I did t realize needed to be discussed in more depth.  It was a great experience and really enhanced our corporate communication culture.

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 Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. 

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel