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View Julie Dzerowicz Profile
Lib. (ON)
You mentioned that some significant changes have been made in the Montreal call centre, that you have given more latitude to the front-line workers, that there's been a change in attitude, and that there's better morale. I just want to acknowledge that, and I want to say thank you. I think we're all anxious to make sure that works well.
That said, I know you've gone out and done the human-centred design feedback loop. Have you actually gone to the front-line workers, taken groups of them, and asked them, for instance, “How is it that you can help? What are your thoughts?” I know that when I'm not happy at a customer service thing, I'm yelling, pretty much, and I don't like that, but they must get it all the time. What feedback have they given, and how have you integrated that into improvements?
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