Internal Grit & External Wit: Internal/External Manager Synergy

Welcome to the latest edition,

I'm Ali Joseph & I've created this newsletter as a "safe space" for contact center customer service professionals. I write about all the nuances & day-to-day chaos, challenges, wins & trends with customer-facing teams (customer experience, support & success).

This edition I share a bit on improving the relationship between internal & external customer service managers. What do I mean exactly by an internal/external leader? When I reference internal managers, I mean a manager that worked their way "up the ranks" & promoted to management in the organization. When I say an external manager, this is someone who was hired into the organization at the management level. These two roles are very pivotal & a lot of times can have a rough dynamic in a fast-paced environment.

I've witnessed firsthand how these two roles, though seemingly at odds, can actually complement & learn from one another. I've been on both sides of the "fence". I grew in financial services when I first became a contact center manager. There was nothing you could really tell me about process because I knew the business, I had customers calling to speak with me directly for account info, I was recognized for my leadership, etc. After leaving the financial startup (and ongoing in my career), of course I came in as an external manager. It was always rough at the beginning for me because I'm not only learning the business product, but I'm also taking over a new team & most times there's been frustrations, team issues, pretty much disconnect that I'm navigating with AND of course at least 1-2 people thinking/saying "I shouldn't be there" or "we have people internally who could do the role". Must admit, that blows hearing & indirectly seeing the resistance but part of me understood, myself growing in a company from agent to leader.

Most company dynamics between these leader types were rough due to the culture & overall message that was being sent. Internal managers feeling they're not doing enough which is why folks were "brought in", externals being told internal leaders need development (some hiring managers have poorly spoke about their internal leaders to me).

I had the mentality that external managers could really help me & they did, but everyone didn't have that same sentiment. We'll dive into both core strengths, challenges, and how you can work more effectively together if you're in any of these boats.

The Core Strengths

Internal Managers are the backbone of a company's customer service strategy. Having climbed the ranks, they possess a deep understanding of company culture, processes, and the nuanced needs of both customers and their teams. Their strength lies in their ability to navigate the internal dynamics of the company, leveraging their relationships and knowledge to drive improvements and adapt to changes seamlessly.

External Managers, on the other hand, bring fresh perspectives and new methodologies to the table. With experience across various companies, they're adept at identifying industry best practices and innovative solutions to complex problems. Their external viewpoint enables them to question the status quo, pushing for transformative changes that can lead to significant customer service enhancements.

The Challenges

Despite their strengths, both roles face unique challenges. Internal Managers sometimes struggle with organizational blind spots, where familiarity with the system leads to acceptance of inefficiencies. They also face the challenge of maintaining morale and driving change within teams that may be resistant to new directives from someone they've known as a peer.

External Managers contend with the hurdle of integrating into a new company culture and earning the trust of their teams. Without the historical knowledge of the company's evolution, they may propose changes that are either unfeasible or have been tried and failed in the past, leading to potential friction with internal stakeholders.

Frustrations

A common frustration for internal managers is the perception that external managers may not fully appreciate the company's history or the rationale behind established processes. External managers, meanwhile, may feel that their internal counterparts are too much in the mentality of "we've always done it this way" mindset, hindering innovation & even necessary changes.

Yet, these frustrations can be transformed into opportunities for synergy. External managers can introduce new technologies and methodologies that internal managers can tailor to fit the company's unique context. Similarly, internal managers can provide invaluable insights into the company's culture and customer base, helping external managers fine-tune their strategies for better alignment with company goals. One of the best teams I've been on I was able to work with an internal manager genius. We worked together well, using both of our strengths to run the team & learn to be better at where we lacked.

Here's Some Ways You Can Work Effectively Together

1. Mutual Respect for Expertise: Recognize and value the unique contributions of each role. Internal managers' company-specific knowledge and external managers' fresh perspectives are equally important.
2. Collaborative Problem-Solving & Transparency: Approach challenges as a team, leveraging each other's strengths to find innovative & realistic solutions.
3. Continuous Learning: Encourage knowledge sharing sessions where both parties can learn from each other's experiences and areas of expertise. This in part is good leadership development on both ends!
4. Unified Front: Align on goals and strategies before engaging with your teams. A unified approach ensures consistency in messaging and objectives.

The relationship between internal and external customer service managers doesn't have to be one of competition, uncertainty or frustration. By recognizing and leveraging the unique strengths of each, startups can create a dynamic, innovative, and effective customer service strategy that is both grounded in the company's history and open to new ideas and improvements. Internal and external managers can drive unprecedented growth and customer satisfaction.

Hope you enjoyed this week's read & it empowers you to connect with internal leaders & experienced external leaders. Feel free to leave feedback or share your best internal/external experience in the comments! Be sure to follow me here on LinkedIn to learn more about my background! Chat next time!