Leadership Development

 Two approaches exceptional team leaders understand and use to get the best out of their teams are management and leadership. Understanding and effectively using both methods is essential for Team Leaders because they must manage tasks and lead people.

 People want to work for those who are ethical. With a leader they trust, people tend to be more satisfied and committed to them, and more willing to be open and vulnerable in a good way. They know their leader will treat them right and do what’s best for the team and the company if their leader acts with integrity.

 Managers who understand their role as coaches will have a greater impact on their team, their results, and the organization. Supervisors who operate more like coaches and effectively coach team members boost results by as much as 20% compared to supervisors who choose to “manage” or tell instead of coach. 

 One of the easiest ways for Call Center Managers to identify any skill deficiencies in their Team Leaders is to conduct a Skills Audit that covers all the team-leading, functional, and technical skills needed for outstanding leadership. 

 How they like to be communicated with, so team members can empathize with your Ideal Customers or prospects, relate to them as individuals, and engage with them in a way that is both meaningful and appreciated by your Ideal Customer. 

Contact centers want to invest in a leadership development program (LDP) to sustain a viable pipeline of managers. Companies prefer to hire from within, but many times, they don’t have the right leadership talent available internally, forcing them to look outside. Implementing an LDP can change that scenario. With the proper structure, leadership, and direction, LDPs can develop leaders over time.

Site culture is more important than people realize, and creating a culture in a new center from day one is paramount. Creating culture starts with the management team. How unified and organized are they regarding the company mission, vision, and plan execution? Too many chefs in the kitchen will ruin a good meal, and too many managers clamoring for all the power will destroy the management team. 

Reduce workman’s comp, absenteeism, turnover, and injuries by investing in ergonomic furniture and implementing an ergonomic training program.

Showing agents how to be more comfortable at the workstation while agents sit all day, and deal with challenging customers will reduce injuries and illness from poor functioning workstations.

Corporate culture is a delicate living, breathing organism that doesn’t take care of itself. It requires nurturing, guidance, and fuel to create a productive, effective, and enjoyable culture where people like coming to work. By taking charge of the culture, you can intentionally create the culture you desire for your contact center. 

Numerous retention strategies focus on the recruiting process, compensation, recognition, and other “feel-good” games and parties intended to make the workplace great. Instead of trying to change the environment, focus on making the job less stressful and more enjoyable.