S2 Ep4, Quality Perks with Vern Fernandez of Jabra - July 13, 2023

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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:

Predictive Index Assessment

Milan Motivates

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