Скачать или смотреть Recognition and Feedback in Remote Contact Centers: Reinforcement Gap Research Brief

This Leadership Execution Institute research brief examines how delays in recognition and feedback widen the Reinforcement Gap in remote contact centers.

In distributed environments, recognition and feedback often arrive too late to shape behavior. These delays weaken reinforcement, increase leadership inconsistency, and accelerate Supervisor Drift as personal habits replace shared organizational standards.

This brief builds analytically on the explainer
Why Remote Contact Center Cultures Break Down: How a Leadership Execution System Restores Alignment
Watch the explainer:    • Why Remote Contact Center Cultures Break D...  

The research explains why recognition and feedback must function as real-time systems rather than episodic events, particularly in remote environments where distance and time reduce visibility and shared context.

The brief also outlines how a Leadership Execution System embeds cues, timing guidance, and aligned recognition directly into daily workflows. These structures close the Reinforcement Gap and create measurable consistency across supervisors in remote contact centers.

Related Research Context
Leadership Execution Drift in Contact Centers: The FONE Framework for Culture Calibrated AI Integration
Rembach, J. (2025). Leadership Execution Institute.

Research Anchors
DOI 10.5281/zenodo.17394116
ORCID 0009-0004-6525-5634

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

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