Today’s interview is with Ron Davis, who is co-founder and CEO of Tenacity, a new technology/software company that is helping contact centres change agent behaviours and transform their workplaces through peer accountability. Ron joins me today to talk about employee retention, turnover and engagement in the contact centre, the size of the problem, social physics and what Tenacity are doing to help address the situation.
This interview follows on from my recent interview – Customer data mapping, engagement and developing trust – Interview with Rachel Lane of Verint – and is number 167 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.
Highlights of my interview with Ron:
About Ron (adapted from his LinkedIn profile)
Ron has set records in sales, graduated with honours from Harvard Law School, driven cross-functional initiatives in a big corporation, written publicly on politics, gotten some of the world’s most formidable people as investors, and talked his way into Techstars.
He is the co-founder and CEO of Tenacity whose main purpose is to change human behaviour for the better.
For industries like call centres with high turnover costs, Tenacity is a peer coaching platform invented at MIT that is up to 7 times as effective as incentives. It improves the employee work experience by helping employees manage their stress and build relationships with coworkers, which raises retention and saves so much money that we can sell it to heads of operations, instead of HR.
To find out more about Tenacity check out www.gotenacity.com. You can also say Hi to them on Twitter @TenacityHealth and if you want to get in touch with Ron then reach out to him via Twitter @ronpdavis or LinkedIn here.