Pandemics are Darwinian. Attacking the weakest, only the fittest survive. Pandemics attack businesses in the same Darwinian way. Major organisations with deep pockets, strong products and ample resources are thriving in the current environment. But for others who are not so favourably endowed, survival depends on the ability to change and to do so quickly.
At a recent GSA virtual event a panel of leading industry speakers and CX experts including myself and Tony Chambers, Head of Digital at TTEC EMEA discussed the concept of ‘Contact Centre as a Service’ (CCaaS). So, what is CCaaS? Contact Centre as a Service is a software deployment model that enables companies to only purchase the technology they need and is commonly operated by a vendor to reduce IT, integration, and support costs.
The last blog introduced the importance of Psychological Safety, both for our personal emotional wellbeing and for creating high performing teams in the workplace. This simple model defines the components of psychological safety.
As society unlocks, and with Covid cases on the rise again, many of us justifiably fear for our physical safety at work. But what about our emotional safety? How emotionally safe do you feel at work and in life?
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