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Assistant Vice President - Head of IT Customer Service
Executive Vice President of Operations
Global Support Operations
Do you train your agents in the company values and do everything you can to help them live them? Take a sample of agents and have them write down the values to see how well these are known. If awareness is poor develop a program to help understand the values and what they mean. Go a step further and have your agents tell you where there are systems, procedures, etc. that stop or limit their ability to live the values and do something about those as well.