Culture and Agent Compliance: Rules vs. Trust – CallTalk Radio Show
Your own kids, the team you coach and the people you lead at work. How much do you reel them in by rules, and how much do you let them run on trust? It’s often a struggle to figure out how to get the balance right, and many managers have been hurt by situations in which they have trusted people too much, or have been humbled by situations in which they have erroneously relied too heavily on rules.
Guest Host Bio: Marge Robba, has more than 30 years of experience in management, training, coaching and consulting. She focuses on; Leadership development, corporate coaching, behavioral change management and cultural transformation. Her international experiences include assignments in South America, Europe and Asia. She has worked in diverse industries such as; travel, banking, manufacturing, technology and health care. Marge’s exceptional insights regarding the fine points of contact center management are shared in this half hour program.
Air Date: Thursday, December 15, 2016 – 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Marge Robba, Senior Consultant
Season: 7, Episode Number: 11
CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.