Area of expertise:
Building Emotionally Intelligent and Adaptable teams. Developing human capital through diverse tools and techniques.
What is your background in the industry?
I have worked in the Contact Center industry in various roles supporting CX and EX. I started off as an agent at an Answering Service in high school and market research while attending University. Credit Analyst was my first job and then I moved into Recruitment, Coaching, Consulting. Today I am primarily in Human Capital Development and Recruitment.
What do you consider to be your greatest achievement?
I would say that I am living the values that my father instilled in us which was to “help those that can never help you back” and “what you give with your right hand, even your left hand should not know.”
What do you see as the greatest challenge facing the industry?
In my view, I would say the significant challenge is attracting and retaining top talent. Organizations need to keep up with the changing needs of workforce and the workforce needs to keep themselves ready and adaptable. With rapid change still taking place, we need to continue to focus on pivoting with purpose. Leaders will be required to be more mindful and adaptable to build meaningful connections with all levels of their team.
What would contact center folks be surprised to learn about you?
In University I had my own radio show and I still have a longing of hosting a show! I still have a secret desire to be a DJ!
Recent Contact Center Pipeline articles by Sangeeta:
Adaptability: The Skill to Thrive in Changing Times
Opportunities Amidst the Challenges
Becoming an Emotionally Intelligent Leader, Part 1
Becoming an Emotionally Intelligent Leader, Part 2
Becoming an Emotionally Intelligent Leader, Part 3
Sangeeta Bhatnagar is Founder of the boutique Human Capital firm SB Global, which focuses on talent acquisition and training (live and virtually) for top-tiered Contact Center & CX professionals. With an emphasis on Human Behavior, Sangeeta helps companies to attract, retain and develop emotionally intelligent and adaptable teams. Sangeeta was selected as one of ICMI’s “Top 25 Customer Service Thought Leaders on Twitter.” She co-authored 4 Best-selling books, a frequent speaker at conferences and contributor to various publications. Sangeeta is the Chair of the Greater Toronto Area Contact Centre Association.