Contact Centers If Money Isn't the Answer, What Is?

6. Active involvement and listening skills of leaders. One rep shared with me, "I love that our leadership team is right in the middle of us. I feel comfortable approaching any of you." Reps genuinely appreciate leaders who value their opinions. They like to be involved in discussions about customer experiences, process improvements and scripting. Taggart suggests, "Give reps a voice. Discuss customer issues with them formally at least every three weeks."