These two amazing ladies each handled over 25,000 interactions a piece in 2019, leading the way for an incredible year of growth.

My leadership team and I recently oversaw some of the largest year-over-year contact center volume growth I have ever been a part of. Our center grew by 40% and the answer rates actually went up by 3%! That’s insane. Most impressive was that labor costs and headcount did NOT grow anywhere near that 40% increase. It was marginal. How? GREAT TALENT!!!

We took time out to acknowledge two of our hardest working performers for digging in, finding the most efficient way to perform the job as it changed, and setting the standard across the division. Keya (left) and Desi (right) were paraded around the building like the call center queens that they are, tiaras and all! We then took them out to lunch and had a nice 2 hour escape to talk about their 2019.

And like most amazing employees they continued to go above and beyond. When we discussed the future of our department, both chimed in with the need for more team building. One suggested a team outing that centered around community service. The other proposed a team escape room exercise. Brilliant. I love working with people. These two are the reason why this latest project was an immense success.

At the end of the day we want our best and brightest to know they are valued, we want the environment to know they are valued, and we want to include them in the overall management strategy. Thank you Keya and Desi for being so awesome.