Angela showed me something I had never acknowledged before: to achieve the change we seek in the processes, there must also be a social change. That was revealing for me. Applying methodologies that alter how we approach problems, we learn to engage and train people who will perform in multidisciplinary groups, and spot with clarity the current situation and what we want to change.
A significant experience was the utilization of the Positive Deviation methodology we used in the chat channel. Looking at the assistants that stood out in the time of attendance. At the end of the process, we had an excellent result in the improvement of the chat channel, both in terms of logged time per attendance the compliments received from our clients.