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4 Ways to Encourage Creativity in the Contact Center

By Erica Marois | Date Published: August 03, 2018 - Last Updated December 03, 2018 | Comments

During #ICMIchat this week, guest host Dr. Debra Bentson led participants on a journey to Amity Island. Inspired by Shark Week, she pulled out scenes from the movie Jaws and related them to life in the contact center.

Here was the first question:

Quint said: "Anti-shark cage. You go inside the cage? Cage goes in the water, you go in the water. Shark's in the water. Our shark."  How do you train your agents to know when it is time to move from a structured process to creatively empowered solutions?

Watch the 60-second video below to see a few answers! What do you think? Comment below to add your thoughts to the conversation.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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