Uniting two different sales cultures and teams into a single unit and closing performance gaps in two customer service centers helped boost customer retentions at Charter, just one of Guevara’s recent accomplishments. He understands that commitment to both success and diversity comes from the top. “Charter’s diversity and inclusion approach includes regular reviews of our goals and progress, ensuring that our policies and practices support an environment of inclusion,” he says.
What does your company/organization do to ensure all employees feel included?
Ensuring all employees feel included begins with the company’s commitment from the top of the organization. Charter’s diversity and inclusion approach includes regular reviews of our goals and progress, ensuring that our policies and practices support an environment of inclusion. As business leaders, we are expected to understand the business across all levels and this requires ongoing communication that ultimately leads to employee and customer satisfaction.
How can diversity be better incorporated into the recruiting process?
In today’s competitive environment it is no longer enough to post a position and wait for the candidates to come to you. You have to expand your search boundaries and look proactively at places where you would find the diverse candidates who represent the broad base of customers you look to serve.