Royal Caribbean

Case Study

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Royal Caribbean

In most corporate hierarchies, call center staff rank low and turnover is sky-high. Yet at Royal Caribbean Cruises Ltd. (RCL), these employees maintain essential relationships with travel agents, who are the hubs of RCL’s distribution system. When RCL decided to build a new call center in Springfield/Eugene, Oregon, the company knew it would have to attract and retain a multi-generational workforce. It set out to design the facility to help accomplish that mission by expressing the excitement of RCL Culture and declaring to these employees that their work was highly valued.

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