By Steve Brubaker, InfoCision Chief of Staff
Is enthusiasm in your contact center waning as winter drags on? Has productivity dropped? If you’re not sure, here are some warning signs: irritability or frustration, unexplained work absences, coming in late/leaving early, decline in health and isolation. If you’re seeing any of this, rest assured that you can have a positive influence on the situation.
As the boss, you can reshape your staff’s work experience by communicating, motivating and leading. Let’s look at these three areas in-depth:
Communication: Meet with staff individually and as a group to give them a chance to express any concerns about their workload, goals, job difficulties and the workplace. Let them know you’re their advocate. Put the emphasis on the aspect of the job that excites your employee each time you speak to him or her, to keep a focus on the positive. As I’ve mentioned before, I hold quarterly forums with employees across all of our locations, which serves as the perfect opportunity to chat with Communicators.
Motivation: Hone in on what motivates your staff. Does praise in front of other staff work for some … pointing out challenges in private sessions for others? Conversely, give them some control: flex hours, casual attire and telecommuting, for example. This will let employees know that you care about their happiness and will help them address work-life balance.
Show appreciation. It doesn’t have to be a grand gesture. Just bring in bagels for the team one morning or let everyone bring their laptops outside on a sunny, warm day. If you want to go grander, plan a staff outing or meal together.
Of course, money always talks. Is it time for a raise, or a bonus? Do you simply need to encourage a listless or irritated worker to take his or her vacation days more regularly? Compensation and relaxation can’t cure burnout, but may begin to ease symptoms.
Leadership: Managers who continuously improve their own skills will enable better team harmony and efficiency. Grow your abilities by attending workshops or conducting your own self-learning through books and training materials. You must also get your employees the training they need to succeed. Training is a motivator due to the value it places on the worker’s contributions. Good training topics for contact center staff include time and stress management, improving customer service, and specific computer programs.
In addition, review task assignments. Evaluate whether they are appropriate given the unique abilities of each employee. Be sure workloads are distributed evenly and that no one is bearing the brunt of the work. Offer understimulated staff greater challenges, and rotate tedious work so everyone can try something new from time to time.