VIPdesk Connect is an innovative company out to transform the customer service industry. We are committed to ELEVATING the human experience – delivering positive customer experiences through team members we deeply care about. Join us on our journey as we set out to do good for our team members, clients and customers.
Today Jen and Maggie discuss their favorite holiday, customer service week! No matter what your business does you probably have a team doing some sort of customer service, this is a great time to show them how much they are appreciated. Jen and Maggie share some ideas for fun ways to celebrate and some unique things they have done over the years.
Jen recently attended the Society for Human Resources conference, the theme was Building Better Workplaces which fit right in with the Path to Good concept. Jen and Maggie discuss the inspirational keynote speakers including Blake Mycoskie, founder of TOMS shoes. They also discuss the trends they are seeing in the industry including an increased focus on wellness and creative benefits beyond the normal health, vision and dental insurance. Finally they decide that they should be speakers at the conference next year to discuss their focus on building an even more amazing workplace for our team.
Jen and Sally talk to Maggie, the recruiting queen, about factors that are most important for recruiting in this tight labor market. They discuss four critical elements
1. Creating a strong profile - what skills do you need to hire for vs what can be trained
2. Offering fair compensation - this has been one of the most important factors in reducing attrition
3. Having flexibility - the ability to work from home shows trust in the team
4. Culture - there are many other companies that do what you do, highlight what makes you unique
The also discuss the results of their recent Ofactor Trust Survey and how important trust is to any organization.
Sally, Maggie and Jen discuss the growth of the company. How they balance recruiting new team members with developing and promoting current team members. They talk about the benefits continuously providing team members with training and development opportunities and how they are trying to get ahead of the growth by hiring now for positions they will need in the future.
The VIPdesk team travels to Nashville to attend the Workhuman conference. A conference all about bringing more humanity to the workplace. Jen, Sally and Maggie reflect on the things that most stood out to them including the importance of having friends at work, bringing your whole self to work and most importantly, the fact that they didn't go to the conference just to see George Clooney.
Jen, Maggie and Sally discuss the inevitable stress that comes with any business and how they deal with it (lots of laughing helps). They discuss client expectations for elevated customer service and how they spring into action when the best plans for recruiting and training occasionally go awry.
Sally, Maggie and Jen discuss paying a living wage (it involves a 90 page research paper created by Maggie) and how they go about finding clients who agree with their values. They also discuss ways they develop a career path for the teams and how they recognize team members both internally and publicly.
The team reflects on the company annual awards ceremony held earlier that day. The annual awards honor the accomplishments of the team and are broadcast live to the entire company. Sally, Maggie and Jen discuss why they love the ceremony, their favorite awards and the rise of the "special secret awards"
Sally, Jen and Maggie reflect on 2018 initiatives including new roles, peer recognition programs, the WorkHuman conference and making the Inc 5000 list. They also discuss what they are looking forward to in 2019 including working with other companies that share our company values.
In this episode Jen, Maggie and Sally discuss why they decided they wanted to apply for the B Corp (Benefit Corp) certification. They review their initial survey results and discuss where VIPdesk shines and the areas of opportunity. They also talk about the company book club and the importance of personal growth and development.
In our second episode we talk to our team members Caylin and Melissa about their perspectives on our culture through the lens of a new team member and a long time team member. We also discuss Melissa winning an award for Contact Center Manager of the Year and how we get to know our remote team members.
The very first episode of Path to Good! Hosts Jen, Maggie and Sally introduce ourselves (we love travel, cold places, arugula and elevating the human experience) we also describe our mission and what "Path to Good" means to our company VIPdesk Connect.