Call Centers are the first line of defense in maintaining customer satisfaction and delivering quality support. Often overlooked or underestimated, with management and marketing preferring to focus on new products and services, customer support plays an outsized role in customer retention and satisfaction. Because of this, a quality call center has never been more important.
Remote workers, also known as “digital nomads”, are a growing trend. According to GlobalWorkplaceAnalytics.com, regular work-at-home (non self-employed) population has grown by 140% since 2005, nearly 10x faster than the rest of the workforce or the self-employed. Whether you are in a coffee shop, coworking space or home in your pajamas, remote workers are changing the traditional office setup.
Success is what you define.
If arriving in New York on Tuesday is your objective, showing up at the city limits at 11:45pm would be considered a success. What if the reason you needed to be in New York was for a conference that started at 10am on Tuesday? Then arriving at 11:45pm would be a failure. Simply saying you didn’t commit to being there by 10am would not change the fact that you missed the conference – and in the opinion of others, you failed.
With four generations in the work force, it is important that everyone understands the challenges of working together and how we are all motivated differently.
With Baby Boomers working past the typical retirement age and Millennials and Gen Z’s continually entering the work force, the differences in communication and values are becoming much more apparent.