A few years ago, when I was working on a project to help a mortgage company improve the work experience at its call centers, we created a living-room-like space we called “The Oasis,” a live prototype of a space to take a break and reflect between calls. In that room, we built an “Idea Catcher” wall, where employees could use Post-its to share ideas, questions, and answers with each other and with management.
We knew from previous studies that tough calls have a negative impact on employees…
