Celebrating Our Great Place to Work Certification

Call Design on October 18, 2023

We are thrilled to announce that Call Design North America (CDNA) has achieved Great Place to Work certification! This certification shows our commitment to great employee experience and our dedication to creating a nurturing work environment. We’re excited to share why working with Call Design is so rewarding for employees and customers.

What is the Great Place to Work program?

It’s a global program that recognizes companies that have outstanding workplace cultures. The program measures things like employee satisfaction, leadership, and other factors that make a workplace great.  There are two main types of criteria that are used to evaluate companies for the Great Place to Work certification. The first is what’s called “quantitative criteria”, which are things like surveys of employees and other data. The second type of criteria is called “qualitative criteria”, which is more subjective and involves interviews and observations of company culture.

To get certified, a company needs to meet both quantitative and qualitative criteria. Companies that are certified by Great Place to Work are considered to be great places to work, and this can be a huge benefit for attracting and retaining talent. It can also improve productivity and profitability.

Setting Expectations and Providing Guidance

At CDNA, we understand that constructive guidance, coupled with constructive criticism, is essential for personal and professional growth. We take pride in maintaining open lines of communication with our team. Our employees always have a guiding hand and a source of inspiration to help them navigate their career journeys.

In fact, we believe that clear expectations and regular feedback are the building blocks of any thriving workplace. Our approach ensures that every team member understands their role and how it contributes to our shared goals. We’ve seen firsthand how setting clear expectations fosters personal accountability and empowers our employees to excel.

Work-Life Balance is a Major Priority

We acknowledge that achieving work-life balance is crucial for the overall well-being of our employees. In fact, our commitment to providing a supportive work environment goes beyond just offering flexible scheduling options. We’re dedicated to ensuring that our team members can enjoy the best of both worlds, both personally and professionally.

In a recent survey, when asked about work-life balance, one of our employees stated, “I really appreciate CDNA’s schedule flexibility—work-life balance is extremely important to me and my family.”

Call Design North America strongly believes that when employees can maintain this balance, it contributes to their overall well-being, ensuring they can be at their best in both realms. It’s all about ensuring that our employees are happy, engaged, fulfilled, and aligned at work (HEFA).

Empowering Our Team Through Learning

The world is evolving at an unprecedented pace, with new technologies and tools reshaping the workplace. At CDNA, we’ve made it our mission to ensure that our employees remain at the forefront of industry trends. We are committed to investing in their growth and development, particularly in emerging fields such as Artificial Intelligence (AI).

Our dedication to continuous learning and skill-building creates viable career paths within our organization. We take pride in providing opportunities for advancement, recognizing that our team members’ success is intertwined with the growth of our company.

In a recent interview, one of our employees shared, “I really like the emphasis on professional development. It’s a big part of my objectives.”

Leadership That Cares

What truly sets us apart is our exceptional leadership. Our leaders have created an environment where people feel safe and cared for. This leadership ensures that CDNA is not just a place to work but a place to thrive.

Our CEO, Michelle Gaffney, embodies this caring culture. In a recent interview, she explained, “Call Design believes that people are an organization’s most strategic asset, and every one of them deserves to be happy, fulfilled and aligned at work. This belief drives our work and behaviors with customers, and enables us to balance customer satisfaction, employee well-being, and operational efficiency.”

Supporting Non-Profits

In the past year, we have gone above and beyond to care for not only our employees but also our community. During an in-person team meeting in March, we organized a heartwarming initiative where our team members wrote over 20 letters for seniors in the Nashville area. These letters were presented to the Greater Nashville Regional Council, contributing to their broader letter-writing campaign during the month.

In May, we not only sponsored the ContactNB conference and trade show but also played a vital role in helping the event raise over $2000 for local food pantries. This commitment to community support showcases our dedication to making a positive impact.

We are deeply committed to charitable causes, including our support for the Multiple Sclerosis Society. One of our employees, Nate, participates in the annual Bike Jack and Back bike ride to support the MS society, and we consistently support his fundraising efforts. Additionally, at conferences and trade shows, we encourage attendees to submit forms through QR codes, with each form submission resulting in a donation to both the Multiple Sclerosis Society and Thistle Farms in Nashville.

Consulting Services for Our Customers

Our journey towards becoming a Great Place to Work has equipped us with invaluable insights that we now extend to our customers. We understand that many companies might still be on their journey to creating a great place to work. That’s where our experience and knowledge can make a significant difference.

We offer comprehensive consulting services that delve into effective hiring strategies, techniques for interviewing and selecting the right candidates for workforce management teams and building winning Workforce Management (WFM) teams. Our expertise in creating an exceptional workplace is now available to help other companies on their path to success. Find out more about how CDNA can help you build a thriving WFM team that can help build a foundation for your own Great Place To Work! Contact us by clicking here!

For Call Design North America, achieving certification as a Great Place to Work is a milestone that signifies our commitment to our employees, our nurturing work environment, and our aspiration to be an industry leader. It serves as a reminder that the most successful companies are deeply invested in the success and well-being of their people. We look forward to continuing our journey of excellence and empowerment, setting new standards for the workplace and for our industry.

How Call Design Provides Stability Amidst the WFM Chaos

Call Design on September 27, 2023

Workforce Management (WFM) managers often find themselves in a constant battle to adapt. Call Design understands the unique challenges and frustrations that accompany this dynamic environment. In this blog, we address into the hurdles faced by WFM managers, including leadership changes and internal shifts, and showcase how Call Design stands as a steadfast partner, providing stability amidst the chaos.

The Challenge of Software Changes:

Picture this – you invest in a WFM software solution, believing it’s the answer to your needs, only to discover that the company behind it has been acquired or merged with another platform. Suddenly, the software you’ve come to rely on faces an uncertain future, and you’re left grappling with the frustration of a limited service life.

While we can’t shield you from the industry’s corporate maneuvers, we can certainly guide you through the maze. Call Design has connections throughout the WFM space includes the major WFM platforms. We know the players, we understand their trajectories, and we’re well-equipped to help you navigate through the challenging terrain of end-of-service timelines. With us by your side, you won’t have to face these uncertainties alone.

Keeping Pace with New Players:

The WFM landscape is a bustling marketplace with new entrants popping up year after year. Staying updated and discerning which platforms are worth your consideration has become a daunting task. Moreover, the risk of new players being absorbed by legacy giants adds another layer of complexity to the decision-making process.

We keep our finger on the pulse of emerging players and maintain a deep understanding of their potential trajectories. Instead of drowning in an ever-growing list of platforms, you can turn to us for the latest insights and guidance.

Navigating Leadership Changes:

Leadership changes within software providers can be incredibly challenging. Imagine having to retrain your vendor’s account manager repeatedly due to constant employee turnover. It’s frustrating when the vision and promises made by one set of leaders vanish with their departure, only to be replaced by new faces with new strategies.

Call Design provides a sense of stability that’s often missing in this industry. Our core team, led by Michelle and Burke, has been a constant presence since our inception. This continuity ensures that your client relationships remain uninterrupted, and you won’t have to repeatedly adapt to new leadership styles.

Dealing with Stagnant Platforms:

Occasionally, the challenge doesn’t lie in platforms changing too much, but rather in them changing too little. Large legacy players may lack the features and functions that you urgently require for your new processes and projects, leaving you stuck with a system that falls short of your needs.

We’ve helped shape the product roadmaps WFM software companies for years. While we can’t promise the immediate development of every desired feature, we can assure you that your voice won’t go unheard. We lend our industry expertise and unwavering support to amplify your requests and efforts. While change may not happen overnight, with Call Design behind you, your journey towards a more responsive platform becomes all the more achievable.

Navigating Internal Changes:

In the ever-competitive landscape of organizations, contact centers often find themselves subject to rapid shifts in priorities and unforeseen challenges. Whether it’s the shifting directives of upper management or the influence of other departments, WFM teams frequently face overwhelming changes.

We understand the unique challenges of internal changes. Our consultants are deeply ingrained in the contact center space, having spent most of their careers in the trenches. While we can’t eliminate internal changes, we advocate for a more strategic approach. We encourage WFM teams to shift from a reactive mode to a proactive stance, aligning their efforts with broader organizational objectives. With our support, you can navigate internal changes with resilience and purpose.

In a contact center landscape defined by its relentless pace of change, Call Design stands as a beacon of stability and support. We embrace the inevitability of change, recognizing it as a fundamental aspect of the industry. However, we also understand the value of stability and continuity in our client relationships. As you navigate the challenges of the evolving contact center environment, remember that Call Design is here to provide expertise, guidance, and tailored solutions to elevate your operations.

Your journey toward a more stable and strategically aligned contact center begins with us. Contact Call Design through our contact page or by emailing us at [email protected]. Let’s work together to transform today’s challenges into the successes of tomorrow.

Mastering the Contact Center Landscape with Bill Brooks

Call Design on August 23, 2023

Picture this: a seasoned virtuoso of customer engagement, sharing his insights and experiences like an old friend swapping stories. In this casual conversation between Dan Smitley and Bill Brooks, we’ll uncover the essence of Bill’s expertise and why he’s a sought-after consultant for all things contact centers. From unraveling industry challenges to charting the unexplored territories of AI, get ready to gain insights into the mind of a maestro who orchestrates exceptional customer experiences.

Dan Smitley: Bill, your journey in the realm of contact centers is quite remarkable. Could you share a glimpse of how you found your way into becoming a respected contact center expert?

Bill Brooks: Thanks, Dan. My journey began with a genuine interest in working with people and being part of a team. This has evolved into creating high performance teams, both in sport and in business across the globe, where one of the key learnings was the significance of effective communication. From the business perspective, as I ventured into the Contact Center world, I saw the potential to enhance customer experiences by putting the customer at the forefront of every interaction, while creating an environment for each Contact Center team I led, to delight the customer at every interaction. Why delight? Because if one just satisfies the customer, there is still the chance they may take their business elsewhere, but if one does that little bit extra, the risk of that customer taking their business elsewhere is minimized and further loyalty is built into that relationship.

Dan: You’ve recently started working with Call Design. I’m curious, why us? You could be working with a lot of other vendors and contact center groups, why did you want to work with Call Design?

Bill: There are three reasons. First, being from Australia, I’ve known about Call Design for many years and it’s always been associated with excellence in the area of WFM Second, Mark Uren is a good friend of mine and we’ve worked before in a previous organization. I didn’t want to miss out on an opportunity to work with him again. And third, as I started interacting with the people of Call Design North America, I realized there was something special there. I wanted a chance to work with people that loved their job, helping their customers, and supporting each other.

Dan: Well we’re glad to have you! Call Design focuses on solving contact center challenges. From your perspective, what are some of the primary challenges that contact centers are facing right now?

Bill: I see a lot of challenges, but if I were to pinpoint a few, I’d say retaining and recruiting the right talent is a recurring theme. People are at the core of contact centers, and ensuring a loyal, capable and engaged team is vital. The fundamentals of customer interaction haven’t changed significantly in decades – it’s still about getting, keeping, and building loyalty with customers through a Contact Center’s agents. While this has stayed consistent for decades now, I’d also mention that I feel that we’re now at an inflection point with the use and potential use of AI in contact centers.

Dan: AI does seem to come up in A LOT of webinars, case studies, and articles recently. Why do you feel like it’s such a critical moment for AI in contact centers?

Bill: AI is having its moment because of the changes we’ve seen in its modeling over the past 6-9 months. AI has been around for a long time, but only recently have Large Language Models allowed for a new form of conversational and then generative AI to take shape. When I started seeing the generative AI tools come to the market I, like many other veterans, immediately saw the impact it was going to have on contact centers.

Dan: So does that mean we all just need to “sprinkle a little bit of AI” on our contact centers?

Bill: AI is a double-edged sword, Dan. It’s seen as both a challenge and an opportunity. Many consider it a panacea, but there’s a caveat – AI is still relatively new. I’ve been in the field long enough to understand that expertise takes time to develop. It’s more than just deploying a chatbot; it’s about having a strategic vision for how AI can enhance customer interactions. That’s where I come in, helping businesses identify the right AI solutions and weaving them into their strategies then assisting them to execute such strategies.

Dan: You’ve witnessed the evolution of contact centers. How would you describe this transformation, and where does AI fit into this narrative?

Bill: It’s been quite the journey. Contact centers have shifted from transactional hubs to interaction hubs. AI plays a pivotal role by automating routine tasks, allowing agents to focus on building authentic connections. It’s akin to the transition from feather pens to typewriters, but on a larger scale, all aimed at enriching customer interactions.

Dan: Alright, let’s shift gears for a second. Organizations seek your guidance as a consultant. What makes you an invaluable asset for contact centers?

Bill: My track record speaks for itself. I’ve been a part of major transformations and I leave behind a legacy of loyal, well-trained and skilled high-performing teams. My experience is more than just implementing solutions; it’s about nurturing relationships, fostering teamwork, and ultimately delivering sustained excellence. Whether it’s navigating complex challenges or driving growth, I bring a unique blend of leadership and practical insights.

Dan: Your insights and perspectives are enlightening, Bill. What future prospects are you excited about, and how do you envision your role evolving in the ever-changing contact center landscape?

Bill: Dan, the future holds endless possibilities. Working with Call Design excites me—the people here are skilled and focused, and the company’s future is promising. I see my role evolving into a mentorship and guidance capacity, helping businesses thrive by navigating dynamic changes and delivering unparalleled customer experiences.

Bill Brooks brings a unique blend of leadership and human connection to the world of contact centers. As a consultant, his ability to navigate the evolving landscape while fostering teamwork sets him apart. With Bill’s guidance, businesses can look forward to a future where each interaction is an opportunity to make a lasting impact.

Curious to learn more about Bill Brooks and his transformative consulting abilities? Connect with us today to discover how he can elevate your organization’s contact center operations to new heights.

Curiosity and Consulting: How Mark Uren Helps Organizations Find Ideal Balance

Call Design on August 8, 2023

Recently Dan Smitley sat down with some of our Sr. Consultants and talked through their unique experiences and perspectives. Sometimes it’s easy to be a consultant that simply stays behind the scenes and helps our customers, but we think they are pretty amazing people and we wanted to spotlight them for all of you. So, without further ado, here’s Dan’s conversation with Mark Uren.

Dan: Mark, let’s first start with your experience. Where have you worked and what roles have you held?

Mark: I’ve had the privilege of working in various executive roles, professional services, technology, and management consulting for over thirty years.  I’ve worked in Utilities, Media, Gaming, Local and State Government, Airlines and believe it or not I ran Australia’s largest specialist veterinary hospital. I’ve done strategy work including implementation; organizational development; operations; risk; process improvement you name it but my favorite work these days is strategy work.

Dan: You mentioned your experience management consulting but “consulting” means different things to different people. What do you mean by it?

Mark: I think there are two different types of consulting. Both are valuable and can help an organization and in fact, Call Design offers both types. The first is the type where the consultant comes in already knowing the answer. They are brought in for a very specific reason and a very specific problem. They have years of experience addressing that problem and already know how to solve it as soon as they land.

An example of this would be having a Call Design consultant come in and help a customer set up the Alvaria WFM platform for their business. The consultant would need to gain some knowledge from the business like the different queues, different groups of agents, etc., but for the most part, the consultant already knows how to properly set up the forecast groups and staff groups.

The second type of consulting is where you don’t already know the answer. You can still have years of experience and knowledge, but the customer has brought you in to address a unique challenge that they might not even be able to articulate. A great example is when I worked with a utility company in New Zealand. The CEO, who by the way was the best CEO I ever worked with (no offense to Michelle Gaffney), was explaining to myself and my counterpart what he needed help with. He went to the whiteboard and drew a circle, “This is what we are today”. He then drew a square over it “But maybe this is what we need to be tomorrow”. Then he erased the overlapping square and drew a couple of triangles off the core of the circle “Or maybe this is what we need to be.” He knew he needed help thinking through the strategic direction of the organization, but he couldn’t exactly articulate what he needed to help him get to the end, or even what the end looked like.

Dan: How do you even approach that? I mean, when a customer can’t articulate exactly how you’re supposed to help, how do you help them?

Mark: With curiosity. That really is the core of a good consultant, in my opinion. Sometimes a customer knows they aren’t heading in the right direction and simply need a new set of eyes. In those situations, the consultant needs to come in and ask as many questions as possible. They have to dig in to understand what’s working well, what needs some improvement, and what’s horribly off the rails.

Dan: That feels simple enough, but that also sounds huge. There are hundreds of things that could be horribly off the rails. How do you know where to focus?

Mark: It certainly can feel overwhelming but it really just comes down to balancing three priorities: the employees, the customer, and the finances. Some organizations do a great job of providing solid returns for their shareholders, but their customer loyalty is awful and their employee retention isn’t any better. Other organizations have great cultures and their employees feel engaged and taken care of at work, but the organization lacks structure and accountability and eventually has to shut down because they cannot turn a profit. Lastly, some organizations provide exceptional customer experience and have created great brand loyalty, but don’t take care of their employees and so their profit is minimized by the constant need to backfill staff.

Imagine a three-armed scale. One arm for customers, one for employees, and one for financial returns. When an organization is healthy and heading in the right direction all three are considered, taken care of, and intentionally looked after. But most of the time one, or multiple, of the arms are out of balance. The value of a consultant is that they can come in with fresh eyes and years of experience, look at the scales, and help an organization understand which arm they need to address in the right way. Not an overcorrection where the neglected arm is now because overly emphasized, but just enough of a focus to be in proper balance.

Dan: Mark, you have years of experience, natural curiosity, an ability to help organizations balance their priorities correctly, etc. and I guess my last question is simply, why work at Call Design? It seems like you could be working for one of the big consulting firms. So why work here?

Mark: Because Call Design North America truly believes in HEFA. At the core of this organization is a belief that employees have the right to be Happy, Engaged, Fulfilled, and Aligned at work. I get out of bed every morning knowing that I can help this organization spread that message and impact organizations. We might not be able to change the world, but we can help change contact centers. Those contact centers could help change organizations, and who knows maybe those organizations can help change whole industries. I work here because I believe in the mission that Michelle and the rest of the leadership team have set and I’m excited to help them improve the lives of their customers.

In the coming weeks we’ll share more about our consultants and their unique perspectives. To check out more information head on over to https://calldesignna.com/consulting to see some additional ways we’d love to help you organization. Feel free to reach out to us today and let us know if you need some fresh eyes to ensure your business properly balanced!

Why Call Design Isn’t the Right Company for Everyone

Call Design on June 2, 2023

Whether it’s personal partnerships or business partnerships, it’s essential to find the right match for your needs and goals. Call Design understands that we may not be the perfect fit for every organization, and that’s ok! We realize our model, approach, and philosophy isn’t for everyone. To help you out we’ve created a short list of reasons why you shouldn’t work with us.

Just Looking for a Platform

You shouldn’t work with us if you’re looking for a vendor that drops off software and leaves. We know some vendors are super successful with a high-touch sales process and low support at or after implementation. That can work for them, but it doesn’t work for us. We believe in building strong relationships with our clients, becoming their trusted partners, and actively collaborating to solve complex business challenges. Our business model revolves around high-touch interactions from sales, to implementation, to account support. We want to invest in your organization’s success. So, if you’re looking for a company to simply provide a platform and not a partnership, you should look elsewhere.

Maintaining Status Quo

Change can be daunting, and not everyone is eager to embrace it. If your organization prefers to maintain the status quo and resists change, we may not be the ideal match. We believe that WFM teams and contact centers can be, and probably should be, the culture champions in their environments. Leading efforts to help transform the organization from the inside out. We love working with companies that want to turn their contact center into a strategic asset, and if you want to maintain a passive, order-taking, tactically focused customer service team. Well, we wish you the best. 

Comfortable with High Attrition Rates

“Contact center jobs are hard” – Captain Obvious

High agent attrition rates have become part of an accepted norm in many contact centers. It’s not ideal but it’s a known variable and something that many leaders have gotten comfortable planning for. If you’d prefer to maintain your comfortably high attrition rates, you probably shouldn’t work with us. We believe that WFM solutions can not only enhance operational efficiency but can also boost agent engagement. When done well WFM can provide work/life balance that helps increase engagement and lower attrition rates. We realize the agent engagement play isn’t for everyone, but it’s definitely in our DNA.

One-Size-Fits-All Approach

Lastly, some organizations are looking for a cookie-cutter approach. They want someone to simply come in, plug-in the software, and step away. They don’t want personalization or customizing when it comes to the platform, the training, or the support. Sadly, our approach is all about understanding the customer’s needs and creating a unique plan with them. We check in at least monthly to see if we’re still meeting their needs and we meet in person annually to reassess and align with our customer’s goals. That’s of course on top of our weekly Ask the Expert and bi-weekly Tip of the Fortnight sessions we host. If you’re looking for a one-size-fits-all approach to implementation and support, we can’t help you.

We get it, we aren’t for everyone. Some companies love just getting a platform, maintaining the status quo, continuing high attrition rates, and a cookie-cutter approach to support. To those companies, we probably shouldn’t work together. 
However, if you are looking for passionate a partnership instead just a platform, for transformation to shake up the status quo, for ways to knock down that attrition rate, or possibly for customized support that puts you at the center; well, we should probably talk. You can reach out to us today and let us know why you think we would be a good fit for your organization.

– Dan Smitley

5 Reasons why you need people to disagree with you

Call Design on March 24, 2023

As someone who has spent a considerable amount of time in the contact center space, I’ve learned a lot about the importance of having people around you who will disagree with you. Sure, it may feel easier or more about “culture fit” to have a bunch of people agreeing with you, but the benefits of having people around you who will challenge your ideas, push back on your assumptions, and help you see things from a different perspective are numerous!

First and foremost, having people who disagree with you helps refine your ideas and produce a better product. In contact centers this is especially important because customer experience is king here. If you have a team of people who all think the same way, you run the risk of missing important details that could make or break the customer experience. Having people who are willing to speak up and challenge your assumptions can help you see things from a different perspective and ultimately improve the product or service you’re offering.

Secondly, people come from different backgrounds and will provide different perspectives on the same problem. This is incredibly valuable in contact centers because your customers are not the same as you. They have different backgrounds, experiences, and desires. Having a team full of people from different backgrounds and skill sets can help you approach these challenges in a more holistic way. For example, someone with a background in psychology might approach a problem related to agent burnout in a different way than someone with a background in engineering. Having both perspectives can help you find a more comprehensive solutions to both your customer and employee experiences.

Thirdly, you should always be learning. In fact, if you stop learning, you stop leading your organization. Having people around you who disagree gives you an amazing learing opportunity every day! By listening to their perspectives and ideas, you can broaden your own understanding of a particular issue or challenge.

Fourthly, disagreements protect you from falling into groupthink, where conformity is more important than critical thinking. If everyone on your team agrees on a particular approach or strategy, there’s a risk that you’ll overlook potential problems or issues. Having people who are willing to challenge you and the status quo can help continue to prioritize critical thinking and avoid groupthink. 

Finally, having people who disagree with you can help you grow emotionally and intellectually. It’s not always easy to hear that your ideas are flawed or that there’s a better way to approach a particular challenge. But learning to accept and embrace those perspectives can be incredibly beneficial in the long run. It can help you develop a growth mindset, where you’re constantly looking for ways to improve and evolve. 

Having people who disagree with you helps you refine your ideas, approach challenges from different perspectives, stay on top of the latest trends and best practices, avoid groupthink, and grow emotionally and intellectually. So if you’re a contact center manager or leader, make sure you’re surrounding yourself with people who will challenge you, push you, and help you be the best you can be. Your customers (and your team) will thank you for it.

– Dan Smitley