Leadership in the Live Queue: The Story of Arbër Lushi, Team Leader at Fusion CX Kosovo
Not every hero wears a headset. Some of them manage the ones who do. Call is live. A customer is unhappy. Stakes are real. Arbër Lushi, the operation team leader in Kosovo, does what he always does — listens well, holds the line, and guides the conversation somewhere better than it started. The escalation closes […]