Contact Center Pipeline September 2022 September 2022 - Page 20

ADAPTABILITY

ILLUSTRATION PROVIDED BY NATALIYA KALABINA ADOBE STOCK

IT ALL STARTS WITH THE WHY !

THIRD IN A THREE-PART SERIES ON ADAPTABILITY AND ADAPTIVE LEADERSHIP .

BY SANGEETA BHATNAGAR , SB GLOBAL
“ Adaptability is an essential quality for successful leaders . Without it , you could remain too rigid and not allow yourself to get ahead of the curve or shift when you notice that what you are doing is no longer working .”
— Monica Thakrar , Forbes
“ The ability to be able to adapt to adverse circumstances , to un-learn old skills and learn new ones , is perhaps the most important soft skill you can possess . Adaptability has always been core to human nature ; it is what drives evolution , but now , in a world changing with greater rapidity than ever before , we need to develop the ability to change and adapt ourselves to new challenges , now more than ever .”
— Ross Thornley , Medium . com 20 CONTACT CENTER PIPELINE

As we wrap up this three-part series on Adaptability , feel free to refer back to Part 1 ( February issue ) and Part 2 ( June issue ). We started off with the WHY and setting our INTENTIONS !

Let ’ s reflect back on where we began this journey ! Were you able to start the Adaptability journey , by Unlearning some old thoughts , processes , behaviors , and ideas ? What were three of your intentions ? Did they guide you ?
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WHO should embrace this journey of becoming more Adaptable ? Everyone ! The future of work is human - we all have to learn to adapt to one another AND to the changes taking place all around us ! Change is happening faster than ever , and change will continue to happen at a rapid pace .
The future of work is happening now and those that wish to thrive must be able to adapt !
As stated by McKinsey , “ leaders must work on transforming their relationship with change and uncertainty by building adaptability as an evergreen skill that benefits themselves and their organizations at a deeper level .”
To continue to thrive , have sustainable growth , and not leave anyone behind , we must encourage those around us to be adaptable and to grow this skill set .
Working with many contact center , customer experience ( CX ) and employee experience ( EX ) leaders , some of the common challenges I hear are :
• How can we attract and recruit toptiered candidates ?
• How do we retain new hires during and then well past training ?