7 Habits of Highly Effective Contact Centers and Help Desks

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Stephen R. Covey’s bestseller, The 7 Habits of Highly Effective People®: Powerful Lessons in Personal Change, has inspired many parallels in the field of business and organizational improvement. Contact centers and help desks, too, could become significantly better at what they do by adopting the timeless, principle-based habits recommended by the book. We dedicate this white paper to Mr. Covey and his phenomenal teachings.

In this paper, we discuss seven traits of successful contact centers and help desks, backed by stories and tips from our customers—some of the world’s most innovative customer service and support organizations. Based on well-understood principles of long-term effectiveness, these habits are simple, organic, cohesive, and very powerful.


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