Our CEO, Frank Pettinato, published an article with Forbes Business Council about building a strong company culture through accountability and recognition.
Inspired by executive coach Harvey Goldberg’s belief that company culture grows in the gap between what you expect and what you tolerate, Frank outlines four practical steps leaders can take to close that gap and drive real results.
As Frank puts it: “By focusing on essential behaviors, celebrating positive behaviors and holding employees accountable, you encourage your employees to rise to meet expectations and, in turn, drive your business forward.”
This philosophy shapes how we build and lead our contact center teams every day. In an industry where agent engagement and employee retention directly impacts customer experience and sales outcomes, celebrating positive behavior and holding people accountable isn’t just good culture, it’s good business.
