"Rare"

Most organizations around the world have shifted to a digital first environment for their customers. Even small businesses operate in a digital operating model like for ordering and paying for food, clothes, gadgets & appliances. Everyone is enjoying how self service and self heal options are available in our lifetime.

This means customer transaction with the call center is greatly reduced to once or twice a year via call, chat or email.

This is why we give the best support and expect the best performance from each and everyone. As a leader in the BPM industry, I share this reality to my frontline Associates. I encourage them to provide only global best experience every time and all the time when customers connect with us. It could be the only time in a year that customers contact us so we must ensure we are all well trained, certified, and masters of our processes. Equally, we must have the right passion and commitment to serve.

#digitalfirst #piey

#ONETeam #SNAPS #SageandNotableAdvisesfromPatrickSalazar

This is one of the reasons why we must spend quality time with each of our mentees. Let’s have regular discussions about their journey in achieving their goals and aspirations and how can we help. We review their performance and identify how we can support them through training, immersion, and coaching on how they can best help our customers.

*About the photo

Meet Piey. She is one of my most outstanding frontline leaders in our previous organization. She also leads our Focus on Associates Work Stream (FAWS) responsible for ensuring Associates have a safe space to provide transparent feedback, actively engaged in a high-touch high-feel working environment, and everyone is empowered to perform the greatest work of their lives. She is now an SFVP and successful entrepreneur sharing positivity and inspiration to her Team in providing meaningful touch points with their customers in every interaction.

I request all my Teams to call me by my first name. They know that the penalty for calling me “boss” or “sir” or “chief” is 1 chocnut bar. Piey gave me one pack because she said she already knows she is not comfortable just calling me Patrick.