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As South Africans we are as affected by this environmental turbulence as anyone else. Our situation is made even more difficult by the fact that we are a society in the throes of an excruciatingly difficult period of transition. The world seems mad – angry mad. People seem to be feeling cheated; isolated and deprived. Those same people work with us as colleagues; employees; bosses. We can’t check these emotions at the door when we arrive at work, so how is this affecting the way our contact centres work? How are our employees affected? What is the impact on the way customers interact with us? How are we adapting to the tumult that is reflected in the world around us? How do we transform leadership practice to re-establish principles of collaboration; cohesion and collective accountability for excellence in service delivery?