What do you do if your technical support team lacks diversity and inclusion?

2 Set clear and realistic goals

The next step is to define what you want to achieve in terms of diversity and inclusion in your technical support team. You should set clear and realistic goals that are aligned with your organizational vision, mission, and values. You should also make sure that your goals are specific, measurable, achievable, relevant, and time-bound (SMART). For example, you could set a goal to increase the representation of women or people of color in your technical support team by 10% in the next year, or to improve the inclusion score of your team by 20% in the next six months.

3 Implement effective strategies

The third step is to implement effective strategies that can help you achieve your diversity and inclusion goals. You should consider the recruitment, retention, training, development, performance, communication, and culture of your technical support team. It's important to involve team members and stakeholders in the planning and execution of your strategies. Examples of effective strategies include recruiting from diverse sources with unbiased screening and hiring practices, providing mentoring and coaching for underrepresented or marginalized groups, offering flexible work arrangements and reasonable accommodations for different needs and preferences, creating a safe environment where team members can share ideas without fear of retaliation or discrimination, providing regular training on diversity and inclusion topics, recognizing and rewarding team members for their contributions regardless of background or identity, encouraging cross-cultural collaboration among team members, and celebrating the diversity of your team internally and externally.