Скачать или смотреть The FONE Factors in Remote Contact Centers | Leadership Drift Explained | LEI Research Brief

The FONE Factors are the four predictable human forces that quietly drive leadership drift in remote contact centers.

Fear, Overconfidence, Negative Impressions, and Execution Blindness shape how supervisors make decisions when visibility is low and feedback is delayed. These forces widen the Reinforcement Gap, accelerate Supervisor Drift, and multiply Culture Dilution across distributed teams.

This Leadership Execution Institute research brief explains why traditional leadership training cannot overcome these forces in remote environments and why contact centers require a structural solution to stabilize leadership behavior.

A Leadership Execution System, also referred to as L.E.S. or LES, addresses the FONE Factors by embedding daily guidance, automating feedback, aligning recognition, and restoring consistent leadership behavior inside the flow of work.

Related Explainer
Why Remote Contact Center Cultures Break Down and How a Leadership Execution System Restores Alignment
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Research Anchors
DOI 10.5281/zenodo.17394116
DOI 10.5281/zenodo.17425566
ORCID 0009-0004-6525-5634

Published by Leadership Execution Institute, 2025
Implementation available through Call Center Coach

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