The Importance of Prioritizing Agent Training in Contact Centers
Learn about the benefits of “Both/And” mindset and ways to thrive with multiple knotted tensions happening at the same time.
Check out my conversation with Wendy Smith, a Professor at the Lerner College of Business and Economics at the University of Delaware. She has done extensive research on strategic paradoxes and how leaders and senior teams can effectively respond to contradictory yet interdependent demands. I believe it relates to contact center investment decisions too.
I encourage you to get Wendy’s book co-authored with Marianne Lewis, as you’ll quickly understand our brains love to make either-or choices, and that we choose one option over the other. Yet, there’s a better way through Both/And thinking!