Dedication: The Differentiating Factor in Contact Center Success

World-class athletes don’t just make it to the Olympics over night. And no matter how well they train or how intrinsically talented they may be, the driving factor of their ultimate success is their unrelenting dedication to the sport.

And while there certainly aren’t any pole vaults or diving boards to be seen in your average contact center, there is a striking similarity between the demeanor of an athlete and a high-quality Communicator or supervisor. That is, the dedication that is put forth each and every day to improve and deliver only superior results.

If a supervisor is not dedicated to providing strong support for his or her Communicators then that particular contact center may not realize the degree of success they desire. And therein lies the issue; in order to act upon the desire for success contact center supervisors must be diligent in implementing an air-tight customer care strategy.

First off, supervisors must be dedicated to offering words of encouragement to their staff. For instance, they could make office-wide acknowledgements of Communicator achievements, showing employees that their supervisors possess compassion and recognize their hard work.

Additionally, supervisors must provide constructive criticism so that Communicators can continue to grow and improve in their roles, rather than reaching a plateau and simply providing satisfactory quality of customer care. Instead, every Communicator should be training to reach the level of expertise exuded by the most experienced team member. To that end, even the most talented Communicator must receive constructive criticism so they can become an outstanding employee and perhaps become a leader or mentor for other colleagues.

So it’s time to stop wishing for results, like higher contact center services ROI, and actively make the changes you want to achieve. Whether you’re an international track star or a contact center supervisor from Akron, Ohio—dedication is the name of the game.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.