Sustaining team effectiveness in an ever-changing environment
For customer service teams to consistently deliver excellent results, they need to be well-grounded in their own teaming ability and the defining characteristics of service. The CARE2 model establishes these as Creative/Committed, Adaptable/Accountable, Resilient/Responsive, and Engaged/Empathetic. Developing these qualities allows for sustained team performance, even under constantly changing conditions.

Shifting from “me” to “we”
When people join forces, the true power of what humans can achieve is clear. Most companies create teams, but their organization often dooms them to failure. Teaming doesn’t mean eliminating individuality. Indeed every “me” must feel safe and have their contributions acknowledged. With that balance, a compelling mission, and a clear [...]