How to Make Space for an Emotionally Intelligent Employee Experience

“When handling employee feedback, listen, react, and communicate openly. Employees learn to trust the escalation process, and that you value their opinion.”

Alan Winters is Chief People Officer and Chief Diversity Officer at Teleperformance Group, the worldwide leader in outsourced omnichannel customer experience management. Alan is responsible for HR, learning and development, and talent acquisition at Teleperformance Group, which has over 420,000 employees across 88 countries around the world. Alan was born to lead a truly global and diverse company, having lived and traveled around the world with his family growing up. In this episode, Alan talks about trying out new technologies like the Metaverse, what it takes to be a certified Great Place to Work, and how hiring a diverse workforce benefits your bottom line.

”In our world today, you have to have a broad view. And you have to have diversity with an open mind to understand where people are coming from. Or if you put it in today’s vernacular, the ‘emotional intelligence’ to understand how people interact with you, how they hear what you say, understand or take or do, et cetera. So I think my background has enabled me to have that broad thought process to think that way naturally. And it’s helped me in my career.”

• How Teleperformance Group is implementing gamification in their digital EX engagement strategy
• Ideas for employee recognition initiatives
• What it takes to be a certified Great Place to Work

”If you have a vast, diverse workforce with different perspectives and mindsets, that allows all of those creative ideas to bubble up and to people to feel comfortable to say, ‘Hey, let’s do this, or this, or this.’ And that drives right down to, we firmly believe that if our people are satisfied and happy at work, they’ll provide good service to our clients and therefore our clients will be happy. And that is a direct reflection on the bottom line.”