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The Enemy of Engagement by Tom AGNEW, Mark ROYAL

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CHAPTER 5Doing More with Less

 

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“SMILE!”

The half-dozen newly minted Bernette call center reps crowded themselves into the frame. A second later, Stacy Robbins, their shift supervisor, snapped their picture. It was a typical ending to a typical two-week training and orientation. In fifteen minutes, the members of the smiling group would be taking their first calls. Their training complete, Beth came around to meet each one and extend a warm welcome.

Stacy had already told Beth and Lauren that this was a particularly bright, interesting group of trainees. When Beth told them, “Welcome to Bernette, we are so happy you are here!” she meant it.

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