This organization was previously more centered on its employees, offering regular training and clear opportunities for growth. That culture has shifted significantly.
Although leadership emphasizes empathy and compassion in messaging, these principles are not consistently demonstrated in practice. Job demands placed on both agents and leadership have become increasingly unrealistic, creating gaps in effective coaching and support.
There is a clear disconnect between established processes and their real world implementation. Additionally, concerns raised by employees or operations teams are frequently shut down rather than engaged with, limiting collaboration and preventing the organization from addressing ongoing challenges.
