Leadership Development

 There are two different approaches amazing Team Leaders understand and use to get the best out of their teams – management and leadership. Understanding and effectively making use of both of these approaches is important to Team Leaders because they need to manage tasks and lead people. 

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

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

 One of the easiest ways for Call Center Managers to identify any skill deficiencies with their Team Leaders is to conduct a Skills Audit that covers all the team leading, functional and technical skills they need to be amazing leaders. 

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

To sustain a viable pipeline of managers, contact centers want to invest in a Leadership Development Program. Companies prefer to hire from within but many times don’t have the right leadership talent available internally, which forces companies to look outside. Implementing an LDP can change that scenario. Leaders are developed over time with the proper structure, leadership and direction.

Site culture is more important then people realize and creating culture in a new center from day one is paramount. Creating culture starts with the management team. How unified and organized are they on the company mission, vision and execution of plans? Too many chefs in the kitchen will ruin a good meal. 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 that come 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. 

There are numerous retention strategies that focus on the recruiting process, compensation, recognition and other “feel good” games and parties intended to make it a great place to work. Change your focus from trying to change the environment to focusing on making the job less stressful and more interesting.