People—including call center agents—yearn for a sense of meaning and purpose in their work. Borrow leadership lessons from the practice of strategic planning and clearly articulate your:
Values—What do you stand for? What won’t you stand for?
Mission—What are you here to do? For whom? In what way?
Vision—Where are you, as an organization, going?
When you are clear about your values, mission, and vision, then your people will be motivated to follow your leadership.
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