In this episode of “Quality Perks,” the hosts discuss various topics related to employee engagement and communication in contact centers. Milan Batinich, a guest speaker, shares his insights on the importance of treating employees based on their individual preferences and needs, rather than applying a one-size-fits-all approach.
Highlights
📢 Using the “Platinum Rule” in employee engagement: Milan emphasizes the significance of treating employees the way they want and need to be treated, which leads to higher engagement and satisfaction.
🗣️ Communication preferences: Milan suggests asking employees about their preferred communication styles and adapting accordingly to foster better connections and understanding.
💼 Positive results: When employees feel valued and managed according to their preferences, it results in higher retention rates, increased productivity, and improved metrics such as first call resolution in contact centers.
💡 Attracting potential hires: Organizations that prioritize employee engagement and culture become more attractive to prospective employees during the hiring process.
👥 Frontline agents matter: The hosts emphasize the importance of taking care of frontline agents who interact with customers directly, as their experiences shape the company’s reputation and customer relationships.
Useful links:
Learn more about BPA Quality at BPAQuality.com.
If you would like to be a guest, please email Karyn Dupree at Karyn.Dupree@BPAQuality.com.
As always, Have a Quality Day!
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