Human engagement and Visual Management: who would you like to talk to?

If you call a contact center, who would you rather talk to: an employee that seems to be worlds apart from you or an employee that speaks and thinks just like you? We’re going to take a wild guess and say you opt for the latter. ‘Local for local’ is an important motto within contact centers, as people feel more comfortable talking to someone who speaks in the same dialect or is from the same region.

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