Contact Center Pipeline January 2023 January 2023 - Page 22

... IT ’ S IMPORTANT TO REMEMBER THAT CHANGE AND AGILITY ARE THE NORMS .
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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 .
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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 .
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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
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be viewed as a flavor of the day / week / month .
BOTTOM LINE
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 .