December is coming to an end. And with 2015 just around the corner, it is only natural to think of the changes you hope to implement within the workplace. As you transition to the New Year, consider adding these noteworthy goals to your New Year’s resolution list.
As a contact center supervisor, you serve as a professional mentor, teacher if you will, to your staff. Your employees, much like students, look to you for instruction, guidance, and support. Whether you are testing their knowledge on exceptional customer service, or providing the latest contact center industry news be sure your staff is aware of the proper procedures to handle any contact center crisis that comes their way.
How well do your team leaders actually know their team? Take the time out to get to know your teammates. A successful call center organization values and acknowledges its staff. Listening and learning about your employees is a great way to show that you care. This approach by managers can have a positive impact on employee motivation.
Measure your performance with the right business metrics. Tracking your metrics will you give you insight into what is and isn’t working. Contrary to popular belief, average handling time may seem like the most significant metric to keep an eye on, but it doesn’t tell you the entire story. It does not illustrate the result of the call nor does it indicate other interactions. Companies are evaluating customer satisfaction levels, new business sales, net promoter scores, and life-time value of customers.
If you find that the goals you are setting lead to distress rather than success, then it maybe time to set more realistic goals. Make a New Year's resolution that the goals you set this year will be goals that are attainable, rather than unrealistic pipe dreams. It is not to say that your dreams won’t come true, but it just might take a bit of time. Keep in mind that any worthy long-term goal takes patience and persistence. Build that dream goal by breaking it down it small goals. Don’t lose hope and remember keep your eye on the prize.
Nothing beats talking to other business professionals for igniting new ideas, tweaking old business principles, and establishing connections to leverage your contact center’s success. There are a variety of networking events, and groups you can find through a simple Google search, your chamber of commerce, or even LinkedIn. Whether it's an organization geared towards networking or dedicated to a unique business found in person or over the web, joining a group will make you a more well-rounded leader in today’s competitive business environment.
With these New Year’s Resolutions, you can make 2015 the best business year yet. And KOVA can help. Our Verint Media Recorder Workforce Management solution allows contact center managers to track performance, pinpoint areas needing improvement, and then set up the training necessary to make that change happen. Contact us today for more information on how we can customize a solution to fit your contact center’s needs in 2015.
