Unlocking the Power of Conversation: Who are the Call Centric Workers?
Each of the four groups of workers who are focused on bringing business value through conversations have different priorities based on how much their role is focused on
conversation versus concentration, and value creation versus efficiency. Within this group, there are varying numbers of calls every day – some spend more time between calls preparing for conversations, whilst others spend more time on the conversation itself. Any one business could contain all of these profiles, each playing a crucial role in the success of the organization.