Contact Centre Leadership #4: 12 Top Tips in 2020 – support your people, power your contact centre

In this new decade, now that the year is well underway, let’s prioritise our people and put the contact centre at the centre – of customer service and your business activity. Here are 12 top tips for deployment:

Let the contact centre be a key business driver by asking your people what needs to change – your people are the front line of customer service
Look at your contact centre as a training ground for recruitment in your business
Acknowledge that change is with us – the new contact centre operating model creates an environment where employees have flexibility, empowerment, trust
Acknowledge and trust every worker – it has a positive impact on motivation, retention
Too much technology creates barriers for customers – if we remove the hurdles, callers can resolve issues more quickly, causing less stress on the agent
Flexibility is a key to supporting people – it needs to be part of the plan in a call centre – manage the give and take between employer and employee – allow ‘me time’
Mature workers are a valuable and growing resource – seize the opportunity to attract a broader range of people and accommodate all needs
Consider how your training can deliver more options for workers – fulltime, part time, work from home
Encourage meaningful relationships & reciprocal relationships by being honest and taking on board the opinions of your people
We are here to help each other – I can seek help, and get help in return
Seize the opportunity as an industry to change the way work is designed
Legal frameworks for the industry are based around “do no harm”. Let’s work together in 2020 to create workplace experiences that enhance the wellbeing of our employees

In this New 2020 Year, we look forward to working with you all – both clients and candidates – to create an experience for the great people in our industry to engage in work that has a benefit to their wellbeing. More than financial – it is emotional, social and physical wellbeing.

Acknowledgements: Tim Buzza: https://www.linkedin.com/in/timbuzza/

Tracy Thompson: https://www.linkedin.com/in/tracy-thompson/

For more insights and information in 2020, contact us at Citrus Group: www.citrusgroup.com.au