Undercover Boss - GSI Commerce
It's always worthwhile for Senior Management to take time off to visit and observe front-line employees. This reality show added a twist to that concept by having Senior Management, in this a Chief Executive Officer (CEO) of a $20 billion company, go "deep undercover" as a call center agent.
I find it interesting that so many employees do not know or is not familiar with their top leadership. Note to self, make sure I have the managers place the senior leadership organization chart, along with photos, in the employee breakroom.
In your opinion, what were the primary lessons learned from this experience for the CEO? For the Call Center Management team?
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