Managing a contact center is all about problem solving. You are presented every day with issues from corporate you need to address, personnel issues that require coaching, and logistics conundrums that must be fixed. It can seem as though the problems never end, and there is little help in sight.

Unless you have your own personal Think Tank.

By harnessing the power of your own employees, you can engage top performers to take responsibility and action on some of your toughest issues. As a result, you’ll have a more dedicated workforce and quicker turn around for your issues.

There are many issues your Think Tank can address, including queue management strategies, quality assurance improvement, employee training and development, and team member incentives. By including your own personnel in these discussions, you will gain more ideas and better buy-in for changes.

Sound too good to be true? It’s not. And you have all the resources you need right in front of you.

Your top performers are eager to take a greater role in their future and that of the company. Let them make their voices heard by including them in a Think Tank group.

Benefits

There are many benefits to instituting a Think Tank in your Contact Center. The greatest is employee morale. You want to see attrition decline and employee satisfaction remain high for your most promising talent, and giving them increased responsibility is a sure way to keep them motivated. Top performers appreciate the acknowledgement by management that their contribution and insight matters; they feel reciprocated for their hard work and dedication. It is also satisfying to be identified among their peers as exemplary. The brief hour or two off the floor to discuss Think Tank issues is a privilege team members don’t take lightly. Becoming a recognized member of the Think Tank, then, is a coveted spot that motivates employees to achieve.

The Think Tank also gives further opportunity for advancement, as in this problem-solving environment top performers can demonstrate to their peers and management their problem solving and team work skills. You will be able to observe which team members are able to persuasively motivate their peers toward action as well as how thoroughly they understand the industry and company. This helps management make better decisions for advancement.

Most of all, the Think Tank will enable a faster turn-around for problems. Harnessing the wisdom that “many heads are better than one,” your contact center will benefit from greater perspective on troubling issues facing your contact center staff or customers. By including their front-lines experience, they can guard against costly mistakes or unrealistic expectations and present workable solutions that benefit everyone – customer, representative, and company.

The benefits of instituting a Think Tank are numerous and compelling. Agile companies know it takes a thorough understanding and quick solutions to stay on top. Begin today by instituting your own Think Tank to get results faster. And don’t forget to include us at KOVA; we are here to make sure your contact center succeeds.