Have you encouraged a frustrated employee to stay positive after a particularly deflating customer interaction? If you have, you were tacitly acknowledging the importance of positivity in customer service.
When you boil it down, great customer service is about having a positive influence on the customer’s experience of your organization. If your own staff are feeling negative or pessimistic, it’s difficult for them to provide that highly positive experience.
The problem is that you can’t always be there to offer a few words of encouragement. So, how do you ensure the practice of positive psychology? Simply: By ensuring that elements of positive psychology are a part of how your organization operates. In case you aren’t familiar with the concept of positive psychology, here’s an abbreviated definition from the Positive Psychology Center at the University of Pennsylvania:
Positive psychology is the scientific study of the strengths that enable individuals and communities to thrive.
Call centers have become notorious for possessing one of the highest employee attrition rates of any industry. According to 
St. Patrick’s Day is a great excuse to drink green beer, dress up like a leprechaun, and embark on shenanigans with those close to you. Unfortunately, for most contact center agents, St. Patrick’s Day is just another day at the office * cue the violin *.
Have you thought about implementing a call-back feature in your workplace? Are you weighing out the benefits? Call-back solutions could be instrumental in creating a positive working environment for your staff. It has the capacity to 
