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Author: Franz Malten Buemann
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5 Effective Call Center Leadership Styles
Have you ever asked yourself how your leadership style affects your call center operations? You should! Things are busy for contact center leaders and there’s not much time for reflection. But your management style deserves your attention. It affects how you interact with and lead your team members. Your leadership style can also impact how you set and meet strategic goals, and ultimately, what your customer’s experience will be like.
Why Does Leadership Style Matter?
Keyword: awareness. The first step towards success in any task is knowing the playing field. For contact center managers, that means you should understand:Historical data
Team member expertise and capabilities
Industry trends
Latest tech
Leadership stylesExperts say that understanding yourself makes you more effective, especially in leadership. Why? You have the awareness to notice your strengths and weaknesses, and identify where you can improve call center operations.
For example, knowing you’re a hands-off leader may help you identify areas where you should pay closer attention, say with remote agents’ training. On the other hand, knowing you’re an employee-centric leader might prompt you to critically analyze decisions that could require more executive input. Once you know your management style, you can better respond to the ups and downs of a call center.
Contact Center Leadership Styles
Let’s take a closer look at five call center leadership styles. Our advice? Don’t pigeonhole yourself into just one. Even if you lean toward one style, consider the pros and cons that come with different approaches. Try to learn from the leadership styles you’re less familiar with!
1. Hands-Off
It’s not unusual for call center agents to complain about being micromanaged. When managers analyze every second of an agent’s day, it hinders productivity. Here, the hands-off (laissez-faire) leadership style comes in handy.FACT:
Micromanagement lowers morale, reduces productivity, and increases employee turnover.A hands-off leader trusts team members and agents to do their jobs with little supervision or intervention. Offering agents more autonomy is a fabulous way to improve agent engagement—but it’s not the right approach for every situation. What happens if you have a number of inexperienced, remote agents? You can’t expect new hires to meet customer experience expectations from home without support.
Pros:Improves agent engagement
Encourages innovation
Leverages helpful technology, like conversation schedulingCons:
Problematic for teams with less experience
3 Reasons Why Agent Satisfaction is the New Customer Satisfaction
2. Influential
You’re a visionary leader with big plans for your contact center. After years of the same customer complaints or consistent operational inefficiencies, you’re ready to change the status quo. Influential, or transformational, call center managers are enthusiastic, charismatic and extremely motivational. They wake up the energy and passion in their teams to spark much-needed change.
The only downside? Some call center managers are all talk. Let’s say you have a dream to address constant customer complaints about agent indifference. You discuss a grand plan to train your agents in empathy and measure progress by analyzing Csat scores. But…
You keep pushing back the training.
You don’t share progress with your staff.
Your big plans have no substance.TIP:
Influential leaders are inspiring! But if you don’t follow-through and achieve results, your agents may lose respect for you. Plan properly and take the steps needed to meet your goals!Pros:
Builds trust with employees
Addresses and sparks change for systemic issues within the call centerCons:
Can backfire without sufficient planning and results
3. Employee-Centric
Democratic, participation style, and feedback-oriented are all synonyms for the employee-centric leadership style. You value your team members’ opinions, insights, and feedback—so much that you use it to make strategic and operational decisions. Talk about empowerment! Your agents will thrive knowing their input matters, and you’ll likely notice happier customers, too!
The only problem? Some decisions need to be made by leaders, not employees. That’s why you’re here! Our advice? Consider employee feedback but remember you have the final say for contact center operations.
Pros:Makes agents feel valued
Instills a culture of fairnessCons:
Might overlook the need for executive input
4. Absolute
Nobody likes a dictator, but there are times when authoritative leadership is needed in a call center. Sometimes your agents don’t see the vision you might have for crushing quarterly goals and surpassing customer expectations. Sometimes managers need to make decisions primarily on their own.
This works a fraction of the time. You’ll create a toxic work environment If you don’t trust your agents to offer input on decisions that affect them.
Pros:Effective for meeting tight deadlines
Overcomes agent inexperienceCons:
Creates a toxic work environment
Leads to agent attrition8 Tips for the Ideal Call Center Environment
5. Transactional
A transactional leader responds to positive performance with rewards and negative performance with punishment. While incentives are a common motivator, negative reinforcement might diminish employee morale. Transactional leaders are results-driven and see the agent-manager relationship as a logical exchange.Poor performance = negative reinforcement like discipline or even termination
Strong performance = rewards like preference scheduling and raisesBottom line? If you’re going to reward employees for strong performance, make it count.
TIP:
Scheduling preferences and extra vacation days are nice perks, but agents find bonuses, promotions and raises more appealing.Pros:
Works well if rewards are meaningful (raises and advancement)
Cons:
Slightly patronizing to employees if rewards aren’t monetary
Not linked to long-term performanceMost call center managers have a #LeadershipStyle. Common styles include: hands-off, employee-centric, absolute, transactional and finally, influential. What’s your #CallCenterLeadershipStyle? Tell us in the comments! #cctr #AgentEngagementClick To Tweet
5 Tips for Being an Effective Call Center Leader
Whatever your style may be, these tips will help you succeed as a call center leader:Be adaptable: Don’t accept one leadership style as the be-all-end-all. The best approach is to adapt to the demands of the situation, sometimes pivoting from one style to another.
Be patient: You might not find a leadership style groove right away. It’s OK to experiment with different techniques and gather data from analytics or employee feedback. Try brainstorming with other call center managers, too!
Channel empathy: This goes for both customers and call center agents. Working in a high-turnover industry means a little compassion goes a long way.
Admit when you’re wrong: Sometimes you don’t have the right solution. It’s best to be honest and it’s OK to show vulnerability occasionally. Your colleagues and agents respect you more for your candor.
Adopt a tech-forward mindset: Your competitors are investing in the best SaaS tech to meet their employee and customer needs. Reduce the burden on agents by trying out a software solution like Fonolo’s Voice Call-Backs — you’ll give customers autonomy and smooth out call spikes as well!
The post 5 Effective Call Center Leadership Styles first appeared on Fonolo. -
How this influencer created a safe space for young women through her small business
If you ask Instagram influencer Ambar Driscoll about her organization, “Bamby Collective,” she’ll make it clear that while the group does have some of the makings of a small business – they’ve launched a signature product, their brand revolves around a central tenet, and their following consists of many who love their mission – it’s really about creating a safe space for young women everywhere. In fact, in Bamby Collective’s first ever Instagram post, the caption reads: We’re an online community & safe space for girls + young women to talk openly, seek advice, be motivated, learn self-care and be uplifted View this post on Instagram A post shared by bamby collective (@bambycollective) Ambar started the Collective in 2019 not because she had a spark for an innovative product or has a ton of business savvy, but because she benefited from online spaces in the past. Specifically, Ambar had used a fitness app that, along with providing users with exercises and workouts, also included a communal aspect where girls could connect and support each other. But, to access this space, individuals had to pay a subscription fee. This got Ambar thinking of how to recreate a similar space for others. “I just wanted to have an accessible community for any young woman from anywhere, with any background, to be able to join and have that community aspect for free,” she said. But before the idea for the group came together, Ambar was already known by hundreds of thousands of followers. Though she initially was thrust into the public spotlight because of her relationship with YouTuber Casper Lee, Ambar quickly made her own name for herself on social media. In particular, users resonated with her openness about body positivity. Ugne Jurgelenaite, a 24-year-old Bamby Collective member based in London, initially came across Ambar through Caspar’s content, but said she ultimately followed Ambar because of her body positivity posts. Ugne was able to relate to Amber’s content as it was one of the first times she saw this particular message being spread by someone who wasn’t necessarily plus sized. One post in particular, where Ambar exposed how her stomach looks naturally without flexing, caught Ugne’s eye. “Instagram was – and still is – such a place where you think all of these people have these amazing bodies,” she said. “But it’s like wow, [Ambar’s] not afraid to show that.” View this post on Instagram A post shared by Ambar Miraaj Driscoll (@ambardriscoll) Talking openly about her body wasn’t always easy for Ambar. For years, she had struggled with disordered eating and even had an eating disorder. But eventually, she found comfort in other Instagrammers who were posting content revolving around body positivity which in turn helped the influencer heal and develop a more positive self esteem. She then realized she could be sharing similar content to her 269,000 followers. “I thought, well, if this is the content I’m enjoying and if I’ve got kind of a large following, and yet, none of my content is showing my vulnerabilities then I just didn’t want to be one of those people who [their followers] compare themselves to without seeing the real vulnerable sides beyond that.” And while Ambar was already helping girls like Ugne through her personal account, the itch to build something bigger that would go beyond herself and develop into a network of like-minded young women fueled her to launch Bamby Collective.It started with a Facebook GroupUgne’s first venture into Bamby Collective, like most members, was through the private Facebook group. Though she had been following several other Facebook groups – including one for girls new to London – she was surprised at how active and engaged Bamby Collective’s members were. On any given day, you could find posts asking for relationship advice, on body positivity, and moving tips. But no matter what the conversation revolves around, Ugne said members are always kind and helpful to one another. This supportive and open environment was exactly what Ambar had envisioned early on. But even she was taken aback by how quickly members were able to connect with each other despite never having met.“It’s quite touching seeing girls share their vulnerable sides on Bamby,” she said. “So many are quick to offer support, help, or just be someone to talk to. So it’s amazing seeing the impact Bamby has had on members’ mental health just through the support of other girls.”Though Bamby Collective initially launched in late 2019, it closely coincided with the beginning of the Covid-19 pandemic — something that feels like divine timing for Ambar. At a moment when many people were dealing with lockdowns, limited social gatherings, and just feeling isolated in general, having an online space like Bamby became a great outlet for those who were stressed by the pandemic.While a ton of Bamby Collective members happen to be based in or around London, where Ambar herself resides, this online community includes young women from all over the world, allowing participants to bond and connect with people they normally wouldn’t have a chance to meet. For Ugne, scrolling through her Facebook feed and seeing the various posts from the group has been a positive addition to her social media routine.“Girls are not afraid to just post there and everyone is very supportive,” Ugne said. “No one’s ever gonna judge you. It is a friendly, safe space.”Shifting from online spaces to IRL eventsAsides from networking through the Facebook group, Bamby Collective members are also invited to online gatherings, including monthly Zoom book clubs and Netflix parties where the girls could watch a movie together virtually and chat through the comments. But once Covid restrictions eased, Ambar was keen to create in person opportunities for members to meet and develop deeper relationships with one another. The group has had several meetings including an ax throwing event, puppy yoga, and a galentines art event. Oftentimes, Bamby members arrive to events solo, with the hopes of connecting with others there. Showing up to events by themselves is just one example of the ways Bamby Members are able to express their vulnerabilities. View this post on Instagram A post shared by bamby collective (@bambycollective) “The events are amazing. Most of the girls come on their own, which I think is quite a brave thing to do,” said Ambar. “I feel like in our culture, meeting up with a stranger to date is so normalized, but it’s not [normalized] to meet up to make friends.” Initially, Ugne held herself back from going to a Bamby meet up for this very reason – she had no one to go with. But after connecting with some girls via the Facebook group, she ventured to her first in person event: puppy yoga. She even attended Bamby Collective’s first ever overnight retreat this July. Ugne had such a great time hanging out with other Bamby members that she and a group of girls she met from the retreat are now planning to have their own personal getaway. As someone who recently moved, this community has provided Ugne with opportunities to meet new people. “I moved to London nine months ago. So besides people at work, or my flatmates, I didn’t know many people and now I definitely have a wider network through going to these [Bamby] events. I’ve gained a few new acquaintances and friends.” Ugne (far left) and other Bamby Collective members at the group’s first overnight retreatAnd while meeting other members has been a highlight for Ugne, being able to connect with Ambar has also been a positive experience for her especially because of how relatable she says the influencer is. “The first time [meeting Ambar] was kind of intimidating. But she’s super friendly to everyone and makes everyone feel very welcomed. She’s very down to earth and not intimidating at all.” Bamby Collective’s positive affirmation jewelryIn line with Bamby Collective’s mission to provide an encouraging sisterhood for young women, Ambar launched a jewelry collection of positive affirmation bracelets. Customers could purchase the delicate bracelets in either style – “I am enough,” and “I am strong.” Creating these products was something Ambar had been thinking of doing even before she started the collective as these phrases were mantras for her growing up. “My mom is an art therapist and she’s always been really big on gratitude,” Ambar said. “And she’s always used positive affirmations. So ‘I’m strong’ and ‘I’m enough’ literally come from her and the impact that had on me, and seeing the power that words can have.” View this post on Instagram A post shared by bamby collective (@bambycollective) Implementing these affirmations into her daily routine has allowed Ambar to reverse negative thought patterns and helped her live a more balanced, healthy life. While she was excited to release these products so her followers could benefit from these affirmations, she was also cautious. The influencer said she never wants to make Bamby Collective members feel like she is trying to profit off of them. This is why it was also important for Bamby Collective to donate 5 percent of proceeds from the jewelry collection to Imkaan – a UK organization with the mission of addressing violence against Black and minority ethnic girls and women. In this way, Ambar is thoughtful and deliberate in everything she shares with her fans – including her love for exercise. Recently, the influencer has participated in multiple marathons and has incorporated long-distance running into her daily routine. Still, she is careful to not send the wrong message about working out and has made it clear that she exercises for her mental health and not to obtain a slimmer body. “I think [exercise] is such a life hack,” she said. “If I’m feeling like sh*t, and then I go for a run – I feel 10 times better afterwards.”The Future of Bamby CollectiveCurrently, most Bamby Collective events are centralized to London, but Ambar was able to host one event in Cape Town, South Africa as she has a ton of fans there because of her boyfriend Caspar’s South African heritage. View this post on Instagram A post shared by bamby collective (@bambycollective) Hosting more gatherings outside of London is a goal for Amber as she would love for Bamby Collective to grow. She envisions that one day the organization could even have multiple locations throughout the world – Bamby Collective hubs in big cities. And while Ambar plans to be closely involved in these potential locations, she is also comfortable with, eventually, allowing them to be run by local Bamby leaders. In this way, Ambar wants the focus to be on the individuals who make up the collective, and not on her. A sentiment that Ugne can already relate to. “It’s nice to meet Ambar but the community isn’t about, ‘let’s meet Ambar,’” she said. “It’s about, ‘Let’s get together as a community of strong women.”
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The likable brand (or person)
Likability is a weird quality. Plenty of people are fans of Aretha Franklin or Bob Dylan, but it’s not because either of them spent a lot of time mailing out Christmas cards or being particularly warm to their fans.
Google doesn’t do tech support and plenty of popular high-end restaurants got that way by being difficult to book and not particularly welcoming to new patrons.
One reason is that we’re drawn to status. To like something as a way of certifying our insight or rank.
But there’s a different path, one that’s far easier to maintain and travel. It’s simple: Like your customers and they’re more likely to like you back.
This is one reason that the Beatles switched their focus after their first US tour (and eventually stopped touring). They couldn’t figure out how to like the screaming young fans that didn’t have much in the way of discernment. Instead, they shifted to writing and producing music for fans and colleagues that they wanted to spend their time liking.
If you want to be more liked, begin by liking.
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create customer experience in five easy steps.
Using a tool called CXDeployer, you can create a remarkable customer experience in five easy steps. Step 1: Map the persona & empathy Know your customer or users by mapping, their goals, aspirations, fears, thinking, dreams and digital habits. What matters most to the persona and whose experience should be enhanced? Step 2: Design the value proposition Use the business model canvas to identify and design values an organization should deliver to satisfy the needs of the customer. What customer wants to achieve? Step 3: Map the customer journey Map the moments of truth, touchpoints, activities, interactions and customer experience and storyboard the journey. What are the start point and endpoint of the experience? Step 4: Ideate on the experience transformation Engage everyone, capture great ideas and tap the untapped knowledge by building on other’s ideas to transform the customer experience. What solutions will lead to enhanced customer experience? Step: 5 Manage execution of the best idea Project management for the execution of the best idea, prototype, accelerate idea to implementation and continuously improve the experience. What is the time to market to realize the transformed experience? submitted by /u/CharacterAd8519 [link] [comments]
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How to do LinkedIn automation without spamming?
LinkedIn automation tools are wonderful for locating new prospects and then developing relationships. With the right technology, users may search for and locate qualified persons to add to their sales funnel. Certain leads may be eliminated quickly as a result of this. LinkedIn automation tools can save you a lot of time. You don’t want to waste any of the 8 to 10 hours of a workday on a potentially unsuccessful new venture. Establishing and using LinkedIn automation tools takes only a few minutes per day. The case that individuals use LinkedIn to connect with others distinguishes it. They’ve already got entry. A LinkedIn invitation is significantly more reachable than an email or a cold call. Users can build customized messages with stand-ins for up to 100 new invitations to be issued immediately using the LinkedIn automation application Linkedcamp. It also allows you to schedule follow-up messages, which eliminates the need to manually process follow-ups with much more than 100 contacts — which is time-consuming if they don’t respond. Users can focus on connecting with customers and building relationships. Linkedcamp prevents being “spammy” because of its personalized approach, which boosts the possibility of attracting qualified leads. submitted by /u/linked_camp [link] [comments]
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4 Best Klaviyo Alternatives (July 2022) – Detailed Comparison
Looking for a more affordable and versatile alternative to Klaviyo? We’ve tested and thoroughly reviewed four best ones.
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5 Tips for Developing Your SaaS Marketing Strategy in 2022
Not sure how to set your SaaS business for success? Here are 5 tips that’ll help you set up your SaaS marketing strategy with confidence.
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What does the new subscription report reveal about customer churn?
Piano, a leading digital experience platform, released its 2022 Subscription Performance Benchmark Report. The study analyses customer behaviour in publisher subscription environments. This report looks at current behaviour throughout the customer journey: overcoming registration obstacles; turning registered users into subscribers; engaging active subscribers; and mitigating churn. Key findings “As subscription programs mature, publishers need to adopt…
The post What does the new subscription report reveal about customer churn? appeared first on Customer Experience Magazine. -
Detachment and commitment
Working professionals develop emotional detachment. It’s the only way to thrive in the work. Emotional detachment helps us remember that we are not our work, and that feedback is useful, not an attack.
Commitment permits us to keep going (especially when we’re asked to provide more effort than we planned).
It’s easy to confuse the two.
Being detached doesn’t mean you don’t care. It simply means you’re focusing on the work and those you serve, not on your own narrative.
And being committed comes from a professional decision, not from an existential crisis.
PS Thanks to Ari for two lovely essays (1 and 2) with his take on my work around marketing, dignity and leadership.
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Mail.ru Account Creator – Register mail.ru accounts automatically – Mail.ru Bot
submitted by /u/deborahAdams99 [link] [comments]