Tag Archives: Autonomy

Eradicating Micromanagement: Four Steps to Building a Culture of Autonomy

Eric ChesterJuly 14, 2015 On-fire employees—the kind you’re perpetually attempting to hire, develop, and retain—need some latitude to make decisions in the workplace. The companies that are known for being the best places to work in their respective industries train, trust and empower their people to think and act on their own. In its 2014 Employee … Continue reading Eradicating Micromanagement: Four Steps to Building a Culture of Autonomy

Agent Autonomy: Choose The Carrot, Not The Stick

Chow Li YingMarch 21, 2015 It’s hard to decide between the carrot and the stick when it comes to managing a customer service team.While it may be tempting to take on a authoritarian approach in handling your chat agents, sometimes the stricter regime doesn’t always guarantee greater success. In particular, the question of whether it … Continue reading Agent Autonomy: Choose The Carrot, Not The Stick