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What’s the not-so-secret driver of organizational success – and how to leverage it in your organization?
You know that your organization lives and dies with the quality of its leadership. And that includes supervisors and middle managers!
At every level in your organizations, leaders, supervisors, and managers are charged with inspiring and transforming their teams to achieve greatness.
Why? Because your organization’s success depends on continually improving the customer (and employee!) experience. When your leaders make every team member feel like an integral part of a winning squad, you build a culture of success and a circle of trust.
In this environment, empowered employees proactively create exceptional customer experiences, innovate and improve on the service experience, contribute to a shining brand reputation, and bring customers back over and over again.
That means your supervisor and managers are responsible for much more than meeting KPIs and service metrics. They (and you!) are responsible for maintaining the energy and momentum your organization needs to keep getting better.
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Below is an Autogenerated Transcript
I get it. I mean, being the supervisor, you’re the one who’s got to come to work every single day and literally be like, you know, the superhero to every single person. Everybody in the contact center, through them, to every single person who’s one of your customers. And then you’ve got to report up. And then there are the other departments in the company that are counting on you. And you know what? You’re the one who gets to be the superhero. But you get to have every single person feel like they’re part of a winning team.
And yup, you’re the coach. You’re the one out there. You’re the one doing the training. You’re the one monitoring performance. Sometimes you’re the one that has to give a very critical appraisal and couple that with showing the person an opportunity to improve.
By the way, in contact centers, you see that handoff right there? In a lot of cases, that’s where the race is either won or lost, where something needs to be passed to the next agent or escalated to a higher level for technical support or handed off to a different time-zone. And you get what I’m talking about. And on top of all of that, you’ve got to be the one who’s always showing every person in every situation that there is the possibility of finding and taking the next step up.
In fact, I want to propose that you don’t even really have a choice about that in our world today if you want to stay relevant, if you want to stay successful in your role as a supervisor because those stairs are always slipping down. In other words, the continuous evolution has been happening in our industry, and it will continue.
