‼️A CALL CENTER CHRISTMAS‼️

Hello Folks‼️

Its a chilly am here in Canada, (👉home of dear Santa)

Being this time of year, a friend of mine on linkedin reminded me of an article I shared there some time back (like 5 years ago!) They suggested I do so again, so I’m sharing it here too.

The article is a poem I shared with my team at work in a contact center during the Christmas season.

It was to add some humour to the hectic schedule and increased stress that was mounting due to the holidays and what our workloads were expected to undergo. It was also my way to illicit a smile and help people feel some good vibes, connection to each other, a little stress buster, laughter and joy. It was a way to connect with the power of words…and how they can have an impact in a positive way. I cared about everyone I was in contact with.. well it was a contact center🤣. Haha. Ok, so I laugh at my own jokes too.

I think back now and remember the not so happy life I was hiding…and how I had to leave it outside the office door

I believed in everyone around me..and saw a lack of humanity in front of me..when you are not allowed to “talk about that” at work and in business life. This felt so wrong to me and put fear instead of cheer. It was like telling people to become a machine, to do their part and then be on their way.. no real thank you’s or how are you’s. Do your work and nothing else. Sad really.

I personally defied this and treated the people around me as my family…. I cared and shared for that human connection was everything to me

I listened .. people need to be heard… and when you are in business (as well as in life) … It was always humans first to me 

‼️What I don’t understand is how any business that wants the “WOW” factor, misses the “HOW” factor‼️

We all know people feeling of value are more happy and productive right❓DIGNITY 

So by treating your people like humans and not servants..is the best solution to me‼️

I think 2020 has alerted many to this approach

What do you think❓

“When you make a call
And are bewildered
That Service before Sales
Is all things delivered”
#Opism

‼️A Call Center Christmas‼️


‘Twas the night before Christmas, when all through the center
 Not a creature was stirring, not even a printer
 The headsets were hung by the cubicles with care
 In hopes that not many calls would be there


Each manager was nestled all snug in their chair
 While visions of call volume made them each glare
 And I was alone with a 10 page report
 With too many columns for my brain to sort!


When up on the reader board there displayed such a sight,
 I sprang from my office with all of my might
 Away to the display I flew like a flash
 Tripped over a phone cord and made a loud crash!


And that's when I saw it, those numbers so high
 I looked at that reader board and started to cry
 And finally I shouted, "What's going on here?"
 High call volume for Christmas could be something to fear!


Then I heard a strange noise that made me turn quick
 And there right before me was Jolly St. Nick!
 He said, "Worry not! I brought help for these calls
 And still we'll have time to deck all the halls!"


And he whistled, and shouted, and rolled up his sleeves
 I was rubbing my eyes, I just couldn’t believe
 Then he opened his bag, which seemed rather full
 And out ran a phone rep towards each cubicle


"Now Courtesy! Now Patience! Soft Skills and Listen
 Repeat the things that get customers attention
 To the end of the aisle, and on every call
 Now Dash away! Help away! Give it your all!"


As each rep signed in, I saw the reader board frown
 And then the huge call volume finally went down
 I went back to my office and looked at the screen
 Saw service calls blinking from red to green


So that's why the "Big Guy" had dropped by that eve
 It was just so amazing and hard to believe
 For the gifts he delivered had no whistles or bells
 But delivered such service and fantastic sales!


And this gift creates new gifts to give out each day
 In the actions they take, and the things that they say
 And our customer's love them, it's what brings them back
 The happiest reps keep sales service on track!


And then Santa waved, and he gave us a wink
 As only green lights were left on to blink
 But I heard him exclaim, as he walked out of sight
 "MERRY CHRISTMAS TO ALL, AND TO ALL A GOOD NIGHT” 
#PaulaG


‼️A NOTE FROM THE DEPARTED‼️

“Remember me
When I am gone
But don’t give up
You are not done.”
#Opism

‼️A NOTE FROM THE DEPARTED‼️ 

There is a road 
In front of you
It is right there 
And you must do

What it takes 
To keep on going 
Always move
Never knowing

What’s in store 
For you to see 
Just keep your faith 
In humanity

We all are born 
For a reason 
Nature lives 
In every season

There is pain 
When you are cold 
There is release 
When you have told

What ails you have 
And follies too
Are there to share 
All around you

When you travel 
On your road
Always rest 
Always unload

There is no rush 
So take your time
I’ll see you at 
The finish line

When you embark
Each single day 
Know I’m here 
And this I say...

Look around 
And see the love 
Share it too
And rise above

I was there 
When we did meet
I walked in time 
With your feet

When I left you 
On this path
Remember me 
And please just laugh

At the time
Of my depart
I never left 
I’m in your heart

We met for a while 
I miss you too 
But every road
Is something new

So on you go 
Just keep moving 
No matter what 
It’s all improving

For the answers
That you question
Precious love
I’m in heaven

Temporary
Is acceptance
We get to live
With this presence

I know it’s hard
To hold and carry
But life just blinks
In death you’ll see

For after this
Love is eternity
At the end of the road
Is where I’ll be

#PaulaG

🎄‼️THE BURNT OUT BULB‼️🎄

🎄‼️THE BURNT OUT BULB‼️🎄

The tree I put up
And decorated too
Lights up the window
And gives a good view

Some do with pleasure
With joy in their hearts
But I remember
Not having this part

When I was missing
And losing my mind
It really was hard
To me to be kind

My only instinct
Was looking for reason
Of why I was here
And what to believe in

The people I knew
Did not know me
They thought they did
But couldn’t see

Depression was heavy
And feeling guilty
For trauma induced
With my PTSD

To live in a shell
I heard the echos
Of life outside
And I wanted those

I did what I had to
With minimal heart
What I didn’t know
This was a good start

I really did care
Or I wouldn’t feel
So damn confused
To know what was real

The day I decided
To try and start over
Like all of the rest
Was just getting older

I felt like the bulb
The one that’s burnt out
And without my power
I joined in the doubt 

The hope that I sought
Was somewhere in me
The flickering flame
I needed to see

Before throwing out
I needed to try
To find one reason
To live and not die

Before giving up
On the whole thing
I saw in one light
A brand new meaning

Life keeps changing
Thus life demands change
It simply requires
The time to arrange

The single adjustment
A twist of the bulb
Required attention
And love to behold

The darkness will fade
The more time you spend
With wiring inside
That you need to mend

If there is one thing
That you need to find
Don’t you give up
This one thing is kind

The act of searching
In the mind with doubt
Is the torch you see by
From the heart’s scout

Without forgiveness
I lived in a box
But finding the light
Turned on hope’s thought

Let this be helpful
If you’ve felt like me
For you are the light
On top of the tree

#PaulaG

“This single one thing
When all else is missing
The light found in HOPE
Gives life a new meaning”
#Opism

‼️POUNDING IN YOUR CHEST‼️

“A heart that has been broken and repaired
Can withstand the strongest beating”
#Opism


‼️POUNDING IN YOUR CHEST‼️

From flesh that knows a thrashing
The mind inside starts pleading
Love questioned may arrest
The pounding in your chest

The outside world delivers
And inside we feel shivers
When bearing down the blows
Between the heart and those

No matter what you do
All living is in you
The tears and deepest pain 
Will help you to regain

The strength you always had
That helps you feel less bad
For love vibrates in you
The heart will get you through

The lesson that is real
Your heart can be like steel
The mercy is pulsating
Within it’s heavy beating

The shallow breaths inhaled
When you feel you failed
In breath that you expire
Releases hell’s desire

What’s physical to scar
No matter where you are
The heart will do it’s best
With blood that is refreshed

Induce the kind embrace
Find comfort in this space
For hope brings forth an oath
My darling this is growth

#PaulaG

‼️RANDOM WAKE‼️

‼️RANDOM WAKE‼️
 
It would’ve been nice to be with you
Time to share and hold you too
In person to touch and smile to be seen
It’s killing me that we can’t convene 
I understand your list of lists
Completing tasks within your fists
Pressure builds, you have too much
Pathetic justice demanding clutch
Awake my fears anticipate
And in the night I random wake
For fretting in my bed alone
I wonder if you’re coming home
I can’t feel when I back down
In my sleep I start to drown
I search for that to help my face
But I can’t smile when I’m disgraced
My soul inside wants to be free
The haunting dream visits me
The guilt alone from evil stings
Have I heard most everything
Every blow upon my door
It opens up what I do store
I ask my mind for goodness sake
Why do I stay and participate
With eyes awake I have requests
And in my sleep are answers best
I cry, I beg, I nag to space
And here I find my wake-less state
All revealed, nowhere to hide
Exposed I am, cut open wide
More real a smile with mouth wide open
In dreams the master voice has spoken
The mistress of the hurtful judge
Has their own nightmare fear to grudge
So hear the silent answers scream
Volume full max within your dream
Another soul that is obscure
Needs yours first to find a cure
There is a choice if you can see it
We live in fear when we don’t know it 
The gun not held cannot be triggered
And sometimes there...are just no bullets


#PaulaG

“The soul will send a warning
From dreams where you are mourning
Pay attention to this ache
When at night you random wake”
#Opism


Do you ever random wake and address your soul’s debate? 

‼️TO START AGAIN‼️

‼️TO START AGAIN‼️
 
You saw what you wanted to see
You stumbled into reality
Torn from you was the glee
Of living ever happily

So blind your eyes of many shades
They never bore the accolades
No merit for the one desire
The only view, the one of fire

An inner voice whispers low
Acknowledge rarely granted so,
If only once it is adhered
A moment lapsed forever feared

To act upon the voice within
Challenge for the lifted chin
Forward seek upon a rock
Mighty prayers request the flock

Strong and tall posed for truth
Inner pride and partnered sleuth
No guarantee that this is right
It is your own for you to fight

So be the leader, all prepared
Turn away from being scared
The dignity, this better half
A piece of you is all you have

Rebuild inside and wear it well
Secret life, no one can tell
You grieved for that within you then
There is no shame to start again!

#PaulaG

💥Every day is a new first, to start and trust the Universe💥

“There is no shame
To start again
It’s better still
When you begin.”
#Opism.