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A Contact Center Leader’s Number One Job

November 29, 2012

The most important job of a leader is to clearly articulate the vision of the organization.  Every leader must be able to clearly answer the question of why the organization exists.  Once that vision is in place then it must be communicated throughout the organization.  Simply posting a sign with the vision written on it or verbally communicating the vision during your annual kick off meeting is not enough, although those things should be done as well.  Communication of vision is an ongoing process and is the number one job of the leader.

In order to get your employees to rally around the vision you must clearly link the vision to their specific role.  In other words, let everyone know they matter.  If your vision involves providing a superior customer experience then obviously the front line agents will impact the results based on how they handle customer interactions.  Just the same, those in workforce management impact as well by reducing hold times and abandonment rate.  The quality team helps to refine the customer experience by improving each agent and customer interaction.  Human Resources can make a difference by hiring the right people and providing benefits that improves employee satisfaction, when employees feel good they make customers feel good.  As well, the building’s janitorial staff provides a clean working environment that makes employees feel good and proud about their company.  Everyone is involved in bringing the vision to life, every day.

As a leader take every opportunity to tell ALL your people how they matter.  Let every new hire know how their job makes a difference.  Make sure everyone shares in the results and gets to celebrate the successes.


From → Leadership, People

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