Paint The Story: A Call Center Vision For Your Staff
Your call center could do a better job of promoting a vision, and inspiration, for its employees.? Often, leadership has not addressed a vision and inspiration, in the first place.?The practice of developing the vision and inspiration is an intangible that management can’t get their hands around.?In essence, management understands they need to make something happen for their employees, departments and the business as a whole.?They just don’t know how to do it.? They recognize a mission statement is valuable, but they also know that a mission statement will be nothing more than a jumbled set of words which mean absolutely nothing unless it is put into action and utilized to the success of everyone involved.? Where management falters is not in its recognition of the issue, but in its planning and implementation of the mission.
Take a moment and think about your call center, its departments and its employees as they are today.?Do they live, breathe and promote the vision of your company each day??Review your vision for your business.?Do your employees even know what it is, and do they see in real terms how they can make a difference in promoting that vision??Is there a call center vision? Most critical, analyze the foundation of your department, the organization and opportunities that live in your call center, and the written and verbal communications that provide support.? Do they make sense??Is there a structure that falls into place??Is there a pattern that leads all employees to successful venues??Is there a system to the madness??Is there a foundation??
Giving your call center a path or roadmap of the future is important. It helps them to perform better today. Just a couple sentences about what the call center is accomplishing for its internal staff, the company, and your customers can help set the tone for each day.
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Co-Founder & Managing Partner, North America @ Access CX | Leading CX Strategy Expert | Technology Advisor | Managed IT and BPO Services | Global Vendor Selection Services
5 个月Dan, great article. You make some very valid points. Call centers are like living organisms. They need to be minded and cared for. Strong leadership and dynamic communication create a good environment for employees. I love the notion of defining the purpose of the contact center and making sure that everyone buys in to the brand's promise. Your call to action is essentially to have another set of eyes looking for opportunities to improve. It's an important point because sometimes we get caught up in the day-to-day while the world is rapidly evolving around us.