Four Tips to Become a Better Contact Center Leader
The greatest leader is not necessarily the one who does the greatest things. He is the one that gets the people to do the greatest things. – Ronald Reagan
Leadership is an essential quality for a contact center manager. But there are many different ways to lead. For decades the drill sergeant approach was among the most popular, but that’s not as effective anymore, especially with millennial employees. While enforcing business rules and maintaining discipline must always be considered, here are four tips that will make the intrinsic but harsher aspects of leadership more acceptable.
1. Join the Team
Agents know the manager is in charge. But a good manager will send the message that we succeed as a team and we fail as a team. By presenting one’s self as an ally rather than an adversary, there is a better chance of inspiring better agent performance.
2. Lead by Example
“Do what I say, not what I do” is a recipe for a hostile work environment. The best managers follow the same rules as their employees, leading by example and demonstrating confidence in the policies that have been put in place.
3. Notice and Reward Performance
Focusing on team goals should not preclude recognizing outstanding individual performances. Reward those agents that go above and beyond. Doing so will have a positive effect not only on the person being recognized but his or her coworkers as well. When agents understand their efforts are appreciated, it will raise morale across the entire organization.
Agents are on the front lines of customer service, and they will have ideas on how methods or scripts can be altered to better serve customers. Listen to those ideas and reward those that are implemented. The more an agent feels like he or she is part of the company, the more likely they are to stick around.
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