CATA CEO, John Reid interviews Dan Pontefract about reshaping company leadership style and helping clients achieve a more engaged and competitive culture.
Since joining TELUS five years ago as the head of learning and collaboration, Mr. Pontefract has acquired an interested new job title as he seeks to architect a new company culture for the Burnaby, B.C. based telecommunications firms. In 2008, he steered TELUS employees towards the use of collaborative digital technologies such as wikis and virtual worlds. He's also trying to put employees closer to customers, including executives.
Twice a year executives job shadow a front-line employee to fully understand what is happening in their customer service process. Every Monday morning, TELUS CEO, Darren Entwistle sends a report of all the escalations that made it to his desk the past week to all of TELUS' 40 thousand employees. The goal being to learn how to solve customer problems earlier, before they escalate up to the top.
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