BY LAURA SIKORSKI

ILLUSTRATION PROVIDED BY ADOBE STOCK

have always fostered this statement in the headline with my clients. Your staff, if happy and content, will help you reap the benefits of happy customers, which will increase your customer loyalty and satisfaction.

My mantra is“ Think Like a Customer,” and now I would like you to“ Think Like an Employee.” Keep in mind your employees are mothers, fathers, grandparents, sisters, brothers, aunts, and uncles, and they have a family that at times affects their daily work routines.

40 CONTACT CENTER PIPELINE

START WITH HR

I believe this will start with Human Resources( HR). This department is pivotal in providing your company with appropriate policies and procedures, and their energy sets the tone for your company’ s culture. Building a strong culture where staff feel empowered, valued, and connected makes for happy employees.

HR needs to maintain and solve these employee challenges in your company: flexibility, consistency, accountability, compensation, communication, and transparency. Each issue has its own requirements, and they all deal with trust.

But HR sometimes has an image problem:“ We need to see HR about this,” which, for me, is reminiscent of“ I am taking you to the principal’ s office.” It almost feels like a scolding rather than a partnership. Be watchful for this and discuss with HR if you see this happening in your company.