Welcome to the second part in a series on shifting from victim to hero. If you missed it, you can find the first post here: From Victim to Hero: A Mindset Shift
Sometimes it feels like the only constant in the contact center world is change. Whether it's adapting to new technologies, evolving customer expectations, or unforeseen crises, the ability to navigate change can set you and your team apart from all the rest.
While the speed of change can be daunting, if you try to fight it or ignore it there is no doubt you will fall behind. So, do the heroic thing for your team and your customers and focus on being adaptable and willing to take these challenges head on!
- Embrace Change: You need to start with yourself and make a conscious effort to embrace change. Understand that change brings opportunities and welcome these opportunities that can lead to innovation. Always be listening to new ideas, emerging technologies, and experimenting with different approaches when the "old way" isn't working.
- Change Management: Change management is all about helping your team / the organization better adapt to change. Change brings out a lot of emotion in people. We need to understand that and help them cope through the phases of this emotional cycle. The way you communicate, listen, empower, and celebrate can have large impacts here. If you're not familiar with these concepts, a bit of reading on the change management process can be incredibly helpful.
- Provide Stability in Uncertainty: Change brings uncertainty and concern. It's your job to communicate and be available so your team has as much stability and confidence as possible. Regular, transparent, direct, head-on communication and an environment that leaves space for sharing questions and concerns will help your team no matter the challenges and changes ahead. Additionally, consider how much change your team can manage at once. If there is a significant change in progress that the team is struggling with, consider holding off on other changes to prevent feelings of chaos and being overwhelmed. Sometimes it's best to maintain stability in other places until the team has acclimated to the big change they are working through.
In a call center environment, where change is the norm, heroic adaptability becomes a leadership superpower. I guess in some ways we're all lucky - we adapted through a global pandemic unlike anything else we've ever seen. We got a lot of practice in being heroically adaptable! It is a great reminder, by embracing change, staying agile, and supporting your team, you can lead through even the most turbulent times.
Stay tuned for additional posts in this series to shift from victim to hero!
You can find more content like this created as part of the Vistio Knowledge Collective here: Vistio.io/Knowledge
People Empowerer ???? | CX Polymath In Progress (Always) ?? | Attended AI Aficionado ????
11 个月"But we've always done it this way!" As an agent what do you do in a situation where leadership insists that change isn't necessary, no matter how you try to prove them otherwise? Is that a red flag saying it's time to start looking for opportunities elsewhere, or do you ride it out until there's no other option but to change?