Conall

April 2020

By Dale Lawrence While many companies have moved most workers to work from home or built in social distancing, contact centers typically have a challenge with social distancing due to the concentration of configured desks in a relatively small space. Apart from cubicle pony walls, most agents can normally reach each other and frequently stand up, walk around and go for breaks together. This means that if one person carries the virus, it doesn’t take long to spread to others. Ideally the agents would work remote, however, many contact centers are unable to access all of the necessary technology to allow

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By Josh Williams, Ph.D. The following model was forwarded to me by a colleague and it’s an excellent way to visualize our collective responses during COVID-19. The diagram is divided into different zones which represent our response to this terrible pandemic. This includes the fear zone, learning zone, and growth zone with the objective moving towards to the growth zone as best we can. Doing so helps ourselves and others during this time of crisis. We’ve all likely been in the fear zone at various points of this pandemic. In the fear zone, people are anxious, edgy, and may “transmit” negative emotions to others,

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By Madison Hanscom, Ph.D. Great leaders do not act like they are the smartest person in the room. They know the value of a team effort, and they value insight from everyone. Regardless of where employees fall in the hierarchy, it is important to get everyone thinking and speaking. This is particularly important during a time of uncertainty or crisis, when workplaces are constantly adapting to the changing environment. People will remember how leaders respond during a time of turbulence, and this includes whether employees feel safe to speak up without negative consequences. This is required if the goal is to

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By Kyounghee Choi Have you ever imagined that an Orchestra is just like an Organization? Orchestras are a great place to explore lessons in leadership. I recently went to the Symphony Orchestra with my husband and was amazed by how each instrument can harmoniously integrate to make magic that exceeds the sum of all the instruments. There’s no doubt that musicians practice hard to make everything sound so perfect. But how do they perfectly align with each other? Orchestras are usually led by a conductor who directs the performance with movements of the hands and arms. The conductor is the leader of

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By Josh Williams, Ph.D.“You’ve got to learn to listen…and listen to learn.” – Joey RamoneConventional wisdom when trying to quickly diagnose safety culture is to go and ask people doing the work what is working well and what needs improvement. Front-line employees may not have access to information and pressures at the executive level. However, they do have a pulse on safety culture at the ground level. Unfortunately, many leaders at executive and front-line level roles simply don’t have the time, or make the time, to get out in the field and engage with employees. In some situations, personal schedules need

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By Leah Ladipoh Why is empathy important to the customer experience? The answer is simple - but brands will find the journey difficult to navigate. Empathy diffuses frustration, creates brand loyalty and creates a positive feeling of both customer and brand representatives. Leading with empathy will lead to the representative feeling a high sense of job satisfaction and motivation to resolve customer problems. The customer will remember the positive interaction and be happy to continue to patronize the brand, safe in the knowledge that any future issues will be resolved quickly and efficiently. Understand the Customer Case Brands that identify and are aligned with

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