Secrets To Contact Center Success
How We Maintain a Positive Work Culture Through Values, and Changes We Made as a Result of Lockdown - with Stephanie Riordan-Edmonds
Stephanie Riordan-Edmonds is the Head of Customer Service at Southern Cross Health Society.
She’s been in the contact centre industry since the mid 90’s, and loves making a difference to customers and her people.
Today, she shares they maintain a positive work culture through values at Southern Cross, and changes they’ve made as a result of lockdown.
You'll Learn:
The 4 things Stephanie did when she first started as Head of Customer Service (02:05).
The 5 functions of a team, which formed the basis of a workshop Stephanie ran to foster trust and a positive culture (02:36).
The 2 common areas her Team Leaders realised they needed to take action in (03:23).
The 5 things Southern Cross has done to help the health and wellbeing of staff in the Covid lockdowns (04:09).
One of the aspects of Friday standups which people find really motivating (05:29).
The 5 ways they embed the organisation’s values at Southern Cross (07:26).
The 4 steps Stephanie suggests Senior Leaders can take to improve the psychological safety and engagement of their people (09:47).