The discussion focused on cultivating a feedback growth culture within CX teams. Key points included leveraging activities like escape rooms to build trust and open communication, emphasizing that leaders should model vulnerability and share their own feedback experiences. Structured feedback mechanisms, such as regular one-on-ones and performance reviews, were highlighted as essential. Specific, actionable feedback was advocated over vague comments. Metrics for measuring success include employee engagement, turnover rates, customer satisfaction, and service quality improvements. Personalized development plans tailored to individual needs were recommended, alongside regular check-ins and celebrating achievements to maintain momentum and foster continuous improvement.

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