Team retention – culture eats strategy for lunch

Last week a group of international industry analysts visited São Paulo in Toronto and Bogotá in Colombia to explore how the customer experience company Teleperformance is operating in South America. In this video Gabriel Toscana, the Nearshore Division COO for Teleperformance, gives his views on retaining and motivating staff in South America and how customer expectations are changing.

In the video Gabriel explains:

The two components to a successful company.
How culture eats strategy for lunch.
How customers are getting more demanding.