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How to Build a People-First Contact Center That Actually Reduces Turnover: Sam Falletta
Manage episode 477534102 series 3356900
Content provided by NobelBiz Studios. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by NobelBiz Studios or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
How do you build a contact center where people want to stay?
In this episode of First Contact: Stories of the Call Center, we sit down with Sam Falletta, CEO of Incept, who shares how he built a people-first company culture that reduces turnover and drives performance.
From rewriting rigid attendance policies to embedding mental health support into operations, Sam takes us deep into the realities of leading with empathy while delivering results. We also unpack the evolution of leadership, the hidden cost of disengagement, and why automation without a human core is a missed opportunity.
59 episodes
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Manage episode 477534102 series 3356900
Content provided by NobelBiz Studios. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by NobelBiz Studios or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
How do you build a contact center where people want to stay?
In this episode of First Contact: Stories of the Call Center, we sit down with Sam Falletta, CEO of Incept, who shares how he built a people-first company culture that reduces turnover and drives performance.
From rewriting rigid attendance policies to embedding mental health support into operations, Sam takes us deep into the realities of leading with empathy while delivering results. We also unpack the evolution of leadership, the hidden cost of disengagement, and why automation without a human core is a missed opportunity.
59 episodes
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Similar to First Contact: Stories of the Call Center
The American healthcare system is one of the most innovative in the world. But it’s also riddled with complex challenges, such as access to affordable medications, inefficiency and administrative burdens, and communication barriers between providers. There’s clearly a better way—and at Surescripts, we have a unique sightline into what that may be. In this series, host Melanie Marcus, Chief Marketing Officer of Surescripts, sits down with today’s most inspiring and innovative leaders in healt ...
…
continue reading
The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
…
continue reading
Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
…
continue reading
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…
continue reading
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…
continue reading
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…
continue reading
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…
continue reading
We help founders make something people want.
…
continue reading
The director’s commentary track for Daring Fireball. Long digressions on Apple, technology, design, movies, and more.
…
continue reading
On The Bike Shed, hosts Joël Quenneville and Stephanie Minn discuss development experiences and challenges at thoughtbot with Ruby, Rails, JavaScript, and whatever else is drawing their attention, admiration, or ire this week.
…
continue reading
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