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The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
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How do you build a contact center where people want to stay?
In this episode of First Contact: Stories of the Call Center, we sit down with Sam Falletta, CEO of Incept, who shares how he built a people-first company culture that reduces turnover and drives performance.
From rewriting rigid attendance policies to embedding mental health support into operations, Sam takes us deep into the realities of leading with empathy while delivering results. We also unpack the evolution of leadership, the hidden cost of disengagement, and why automation without a human core is a missed opportunity.
61 episodes
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