The DDC Group reposted this
As 2025 draws to a close, Gareth Brophy from The DDC Group spoke with Megan Jones to reflect on the progress made across their global operations this year. They discussed: 🔵 Why empowering team leaders has been the organisation’s standout achievement of 2025 🔵 How refreshed, globally aligned operational excellence standards have strengthened consistency across every site 🔵 The investment in coaching frameworks designed to support agents, team leaders, and managers at every level 🔵 How spending more time on the floor has highlighted a clear uplift in confidence and capability across teams #2025Trends #ContactCentres #EmployeeEngagement