I was grieved to recieve a call yesterday informing me that one of the young operators at a client's call center was in a tragic car accident and is being removed from life support.
For all the numbers and data, Quality Assessment is, at the root of it, a human enterprise. Contact Centers become family. I have always attempted to treat every person I coach and train with dignity and respect (even when, in the moment, individuals may react in angry, disrespectful ways).
It's a sobering, but worthy reminder today. Life is fragile. Let's endeavor to treat each other with care.