At some point in your career, you'll feel overwhelmed, stressed, and purposeless. At any one time, at least one of your team members feels that way, too. That's why it's important to positively impact people every day. And you can't do that if you don't have the right perspective.

How do you get the right perspective? By zooming in and out — keeping both the big picture and the needs of your team members in view.

On this special episode of Uniphore’s Conversations that Matter, our guest is Heather Arthur, Vice President, Rogers Customer Care Operations at Rogers Communications. Guest-host contact center expert Mike Aoki of Reflective Keynotes chatted with Heather to learn more about her day in the life. This is part 2 of a two-part series titled “Day in the life of a contact center leader”.

Our conversation touched on:

-The concept of zooming in and zooming out

-How to build the strongest leaders in your team

-Techniques for reducing attrition and increasing engagement