In just nine months, we permanently changed the culture for the better. Instead of an environment where details were not verified first, we empower our agents to work effectively and escalate issues to ensure a corrective action falls in line with the expectation.
The employees come to leadership and advise when they need different equipment to complete their jobs effectively. Additionally, they now seek clarification and understanding instead of making assumptions.
We know our customers expect this from our team, and we strive to achieve and beat those expectations each and every day.