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Early last month we did a quick poll asking how many of you belong to call centers whose members span multiple generations. A resounding majority of you (93%) said yes. 6% said you were working on building on a more diverse staff. Only 1% said you’ve tried but couldn’t make it work. None of you dismissed it outright. It’s obvious that a diverse staff has benefits to the call center organization. Having members from multiple generations add to the organizations culture, as well as add to the customer experience where the company customers also spans multiple generations. What we’d love to know is how does a diverse staff add value to YOUR organization specifically. How does diversity add to your organization’s culture? How does it add to your customers’ experiences? Share it with us here.
ICMI is considered the authority on contact center performance excellence. We offer comprehensive resources for customer management professionals - from frontline agents to executives - who wish to improve customer experiences and increase efficiencies at every level of the contact center.
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