At the 22nd Annual Customer Contact East: A Frost & Sullivan Executive MindXchange, participants were privy to a candid fireside conversation between two experienced contact center leaders. Krista Scott and Shannnon Yeats, with over 30 years in the call center space, explored what adaptive leadership looks like in today’s rapidly changing environment. Highlights of their informed discussion are outlined below:
KEY TAKE-AWAYS
- The contact center used to be phone based, scripted; volume focused; face to face supervision.
- Now there’s omni channel CX, virtual coaching and in some cases, 24/7 AI automation.
- Leadership must adapt as there are higher and different expectations, rapid technological changes, and increasing burnout fatigue.
Servant Leadership
- Servant Leadership is a solution-based choice: as a leader you serve your employees, it’s not about authority.
- You help people grow by removing barriers and making employees a part of the process.
- Servant Leadership is about making the goals clear; showing people that you are in it with them; listening, empowering and having empathy.
- ID a clear path and growth channels; promote when possible; build leadership from the frontline; invest in coaching and development.
- Change is constant – servant leaders should stay connected to the front line; listen to the call, review chats, take calls sometimes.
What Servant Leadership is Not
- It’s not about lower expectations.
- You can still hold employees accountable – and should.
- You can still be clear about expectations and conduct critical conversations.
- You still need to provide the right tools.
ACTION ITEMS
Employee development:
- Customer service path should include career growth for those that desire it.
- Let team members try new roles first, then decide if they want to go for them.
- Sometimes employees are promoted into a managerial role and it’s not the best fit. Let them opt out if necessary.
- Make sure managers know how to coach. Sit in coaching sessions and try to help.
- Train new leaders if needed.
Culture and engagement
- Recognition drives engagement – have fun when you can and celebrate wins!
- Give agents a voice! Make sure they are part of the process.
- When volume goes up, shift employee positions if needed.
- Have channels where people can express themselves …use customer comments in those channels to pump up employees.
BEST PRACTICES
- Set people up to succeed.
- Remove barriers via Servant Leadership.
- Design an evaluation process to close gaps.
- Be authentic and intentional with all kinds of employees, in-person and hybrid.
- Ask for visibility and presence by ensuring on-camera meetings.
FINAL THOUGHTS
- Coaching should take place at both at the agent and leadership level.
- Stay connected to front line realities.
- Coach more than you correct.
- Balance empathy and accountability.
