Managing a busy contact center is never easy. You have so many demands on your time and attention – analytics, goals, and measurements on top of scheduling, personnel, and training. It’s a herculean job on the best of days.
But two distinct priorities separate the good managers from the best. In fact, working on these two areas could make all the difference in your team’s success and in your career’s future. Take a few moments to consider these areas and how you can improve your performance this week.
Understand Your Employees
Bad managers ignore their associates’ needs. Good managers learn proven management strategies to help make the most of their team. But the best managers recognize the unique potential in each individual representative and work to bring it out successfully.
How well do you know each of your employees? Have you identified one or two most important motivators for each one – why they come to work each day? Do you know what each one struggles with in their role and where they want more training and support?
And what about their pride in accomplishment? What makes them feel successful in their job? What goals have they personally set and what is standing in the way? How do they explain their job to others?
The answers to these questions aren’t easy. Take time to coach each associate one-one-one until you get to know them well and understand these internal motivations. When you do, you’ll know what language and methods to use to bring out their very best service.
Understand Your Product
Bad managers don’t care about their role; it’s just a job. Good managers work to meet expectations and make sure the metrics are acceptable. But the best managers strive to become experts on the company’s products and services until they know the company inside and out.
How well do you know your company’s product or service? Do you use it regularly? If it is a business service, have you taken time to forge a relationship with a business using your service so you understand how it meets their needs – or leaves them frustrated? Are you able to anticipate customer concerns because of your intimate understanding of daily use?
Are you enthusiastic about the service your company is providing to the community? Are you […]
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