Quality Perks - Call Center & Coffee Chats
Quality Perks is a special series hosted by Karyn Dupree and Neal Eggers, presented by BPA Quality. This unique program invites top leaders and experts from the contact center industry to engage in insightful discussions. While delving into the nuances of the contact center field, the hosts and their distinguished guests also share their passion for coffee. Quality Perks combines industry insights with a casual and enjoyable conversation about the world of coffee, creating a platform where professionals can exchange ideas, knowledge, and personal interests in a relaxed and informative setting.
Quality Perks - Call Center & Coffee Chats
S2 Ep3, Quality Perks with Milan Batinich, Motivational Speaker with Milan Motivates - June 29, 2023
In this episode of “Quality Perks,” the hosts discuss various topics related to employee engagement and communication in contact centers. Milan Batinich, a guest speaker, shares his insights on the importance of treating employees based on their individual preferences and needs, rather than applying a one-size-fits-all approach.
Highlights
📢 Using the “Platinum Rule” in employee engagement: Milan emphasizes the significance of treating employees the way they want and need to be treated, which leads to higher engagement and satisfaction.
🗣️ Communication preferences: Milan suggests asking employees about their preferred communication styles and adapting accordingly to foster better connections and understanding.
💼 Positive results: When employees feel valued and managed according to their preferences, it results in higher retention rates, increased productivity, and improved metrics such as first call resolution in contact centers.
💡 Attracting potential hires: Organizations that prioritize employee engagement and culture become more attractive to prospective employees during the hiring process.
👥 Frontline agents matter: The hosts emphasize the importance of taking care of frontline agents who interact with customers directly, as their experiences shape the company’s reputation and customer relationships.
Useful links:
Learn more about Quality Perks, our guests & upcoming episodes by visiting our website.
If you would like to be a guest, please email us at marketing@bpaquality.com.
As always, Have a Quality Day!
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