Building a Thriving Work Environment: New Talent, Communication, and Care - Jennifer Bok, AVP of Technology Operations at Nationwide [Associate Care]

Here are the key takeaways: Unique Approach: Nationwide takes a unique approach to tackle technology problems by empowering entry-level talent. They provide team members with a pathway to successful careers beyond the contact center, allowing them to make a significant impact across various departments within the organization. Talent Retention: Nationwide prioritizes the growth and career development of talented individuals. They recognize the potential of smart and capable individuals who may not have advanced past the initial interview stage for specific roles. Retaining and nurturing this talent is one of their top priorities. Addressing Concerns: Nationwide addresses concerns related to costs, new technology implementation, and project management. They have strategies in place to ensure the growth and success of their talented team members. Customer Service Experience: Customer service experience is highly valued at Nationwide. Spending time in customer service roles provides individuals with a deeper understanding of business dynamics. It equips them with valuable skills that can be carried into any field. Learning from Industry Leaders: Nationwide explores innovative approaches to enhance the customer experience. They draw insights from industry leaders such as the Ritz Carlton and invest in training sessions on topics like forgiveness, gratitude, and emotional intelligence through partnerships with companies like Positive Foundry. Fostering Team Growth and Development: Nationwide employs various approaches to nurture the growth and development of their team. They engage in activities like shadowing, gimbal walks, and one-on-one sessions to connect with team members on both group and individual levels. Strong leadership support and resource investment play a significant role in enabling team members to prioritize growth and development. Building a Positive Work Environment: Nationwide emphasizes the benefits of bringing in new talent, effective communication through multiple channels, and demonstrating care and approachability as leaders. These elements contribute to a positive and engaging work environment where ideas flourish.
By implementing these strategies, Nationwide aims to solve technology problems while empowering entry-level talent, fostering growth, and creating a supportive work culture.

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