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What if it ’ s as simple as that ? Well , I can tell you it is . It may not be easy , but it is simple . Imagine if you said this or customize to your own language every morning for a week and then at the end of the week , I promise you , you ’ ll feel different .
Some belief systems I have heard clients report include ( I give you these merely as examples ):
• I can ’ t make more money than my father ; it would be disrespectful .
• Why would anyone listen to me or buy my products or services ?
• Wait until they learn this one thing about me .
• Where do you think you ’ re going , young lady / young man ?!
• Or we ’ ve invested so much money in this , we can ’ t change now .
• It isn ’ t perfect but it does work .
And then there are the “ yes , buts .”
• Yes , but remember what happened the last time .
• Yes , but you ’ re not old enough / pretty enough / handsome enough / thin enough / tall enough / smart enough ... fill in your own blank here .
The bottom line is that our thoughts , our perceptions create our reality and it ’ s prudent to check them now and again and tease out your # 1 ’ s , # 2 ’ s , and # 3 ’ s .
It seems crystal clear what goes into your suitcase so let ’ s now focus on the two remaining piles .
Now that we ’ ve emptied and looked at all the possibilities the question is : What in the # 2 pile can easily be moved to the # 3 pile and then do so . If all of it goes , good for you . What remains is what is to be tossed , clean and clear .
If you have leftovers from your # 2 pile don ’ t beat yourself up . You can always put things back in your case and revisit them another time .
PLEASE ENJOY THIS PROCESS , IT CAN BE LIFE CHANGING AND IMPROVE YOUR MENTAL AND PHYSICAL HEALTH , YOUR PROFESSIONAL AND PERSONAL PRESENCE IN THE WORLD .
And last but not least , please remember to breathe deeply while doing this .
I ’ d love to hear what you have packed and / or unpacked . And how this article , if it did , made a difference in how you approach the new year / the new you .
And now take a deep breath because you have more space in your suitcase now for possibility to show up .
Have a happy and safe 2023 .
Rosanne D ’ Ausilio , Ph . D ., is an industrial psychologist , consultant , bestselling author , executive coach , customer service expert , and President of Human Technologies Global . Known as “ the practical champion of the human ,” she authors 15 best sellers and her tips newsletter : How To Kick Your Customer Service Up A Notch ! at http :// www . HumanTechTips . com
Visit her site at http :// www . drrosanne . com
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At the end of the day , your agents will do what they are incented to do . Why not incent the right behaviors as opposed to just the end results ? KPIs are important , but they are always the end result of properly executing the right behaviors .
... IT ’ S IMPORTANT TO REMEMBER THAT CHANGE AND AGILITY ARE THE NORMS .
ESTABLISH A CULTURE OF MENTORSHIP
In the “ Old Normal ,” it was common to have a strict process for new ideas and new ventures . That was a great way to ensure quality control and reduce the risk of failed ventures .
22 CONTACT CENTER PIPELINE
But in the New Normal , where change is the only certainty , strict processes will only hold you back .
Instead , you need to have a culture of mentorship . You need to encourage employees to try new things and test new ideas . By providing them the freedom to fail and learn from those mistakes , you are also providing them guidance to grow and develop through experimentation .
A culture of mentorship is the best way to stay ahead of trends and become more agile to challenges that your SMB Contact Center will face .
Part of mentorship is encouraging growth through networking . When your teams feel confident that learning outside of their virtual four walls is encouraged and potentially incorporated into improvements in their day-to-day functions , they will continue to bring ideas to the table .
Ultimately , this will allow your contact center to implement new initiatives faster as your team will have more skin in the game as opposed to what may
SMB CONTACT CENTER
be viewed as a flavor of the day / week / month .
As an SMB Contact Center , when it comes to thriving in the New Normal , it ’ s important to remember that change and agility are the norms .
That means that you need to stay nimble , embrace technology and automation where it makes sense , and leverage data and analytics to stay competitive .
You also need to establish a culture of mentorship and pay attention to behavioral indicators that can give you a sense of how the winds of CXs are blowing .
Remember , you are an SMB Contact Center . If you strategize like the Yankees internally , you will lose to the Yankees externally .
As a seasoned contact center operations leader , Mark Brody has worked for and with several industry leaders . Brohawk Solutions
, LLC , was born out of Mark ’ s passion to help organizations become more effective and efficient through understanding how their people , processes , and technology impact the employee experience and ultimately the customer experience .