Laulis and her team oversaw a recent reorganization that spurred a virtual call center. Results included productivity up by 9%, and customer calls and truck rolls down 32% and 28%, respectively. Laulis doesn’t sit on her laurels—figuratively or literally. She recently switched to a “stand up” desk, noting, “I don’t believe our bodies were meant for long periods of inactivity.” She adds that it’s now easier to visit with colleagues.
What’s your favorite part of your job?
The favorite part of my job is spending time with our amazing associates both in our systems and in Phoenix. It sounds cliché but I am in awe of what our associates know and how much they care about our customers every time I ride with a tech, sit with a CSR, dispatcher or even a software engineer. There’s nothing we can’t do without them. They’re our “secret sauce.”
Who would you want to swap jobs with for a month and why?
I would like to swap with Doris Kearns Goodwin, the Pulitzer Prize-winning biographer and historian. Her latest best seller, Team of Rivals: The Political Genius of Abraham Lincoln, was recently made into an acclaimed movie: “Lincoln.” She has seen so much—starting in the LBJ White House, teaching at Harvard, and she was the first female journalist to enter the Boston Red Sox locker room. I would want to be inside her head for that month! What I would be exposed to and learn!! Fun!!