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Leadership Execution Drift in Contact Centers: The FONE Framework for Culture-Calibrated AI Integration

Year: 2025

Type: article

Abstract: This study examines supervisor drift in contact center environments and introduces the FONE framework (Fear, Overconfidence, Negative Impressions, Execution Blindness) as a systematic approach to understanding behavioral inconsistencies. Research demonstrates that traditional training approaches achieve only 12% consistent behavior application, while culture-calibrated AI integration and execution systems provide evidence-based solutions for leadership consistency. Organizations implementing these approaches typically achieve 3:1 to 5:1 ROI through improved customer retention, reduced turnover, and enhanced operational efficiency.

Source: Zenodo (CERN European Organization for Nuclear Research)

DOI: 10.5281/zenodo.17394115

Author: Rembach, Jim

Language: English

Topic: Leadership and Management in Organizations

Subfield: Strategy and Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W7092415057

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