Leading the Charge on Agent Engagement: Lens of Leadership Series (Part I)

For many leaders, keeping agents engaged is an ongoing challenge. And when turnover is constant, it's hard to maintain positive momentum. That can spill over to other areas of your business. We’re combining the topical initiative of agent engagement with the universal challenge of leading change. Because it's not enough to just have the vision, the real work comes from putting that vision in action. In our "Lens of Leadership" series, our hope is to provoke interesting dialogue by bringing in our own internal changemakers to spark a different perspective. You’ll hear discussion around how to position agent engagement and build internal buy-in, and you’ll get ideas on how other contact center professionals demonstrate value from their agent engagement programs.

March 3, 2016

For many leaders, keeping agents engaged is an ongoing challenge. And when turnover is constant, it's hard to maintain positive momentum. That can spill over to other areas of your business.  

But with so many organizational priorities at play and limited resources, what happens when the purse strings tighten and goals around service level prevail? Do your efforts on agent engagement take a hit? As a leader and changemaker, how do you keep these fundamental initiatives afloat? 

This topic of leading change is universal, irrespective of industry. Because it's not enough to just have the vision, the real work comes from putting that vision in action. In our "Lens of Leadership" series, our hope is to provoke interesting dialogue by bringing in our own internal changemakers to spark a different perspective. 

Please join us for a discussion on leading agent engagement, in order to:

Gain leadership insights from another changemaker and see what parallels you can draw to your own leadership philosophyHear discussion around how to position agent engagement and build internal buy-inGet ideas on how other contact center professionals demonstrate value from their agent engagement programs

Ted Giordano

Director of Human Resources and Organizational Development

Intradiem

Ted is a resourceful, creative leader that is both sales-goal oriented and customer centric. He has more than 15 years of contact center experience, which includes managing the training and development segment of an international consulting and training company specializing in the call center industry.

What makes him a changemaker?He takes a people-first approach. You won’t find many others with a business background that traverses sales, field operations and contact center training, who also happen to have a Ph.D. in Adult Education. It’s what makes Ted’s perspective on people management and team building unique.

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