Blog

Empowering through Servant Leadership

August 09, 2017 Matt Rocco

The dramatic globalization of industry and the rapid enhancement of technology have changed today’s business environment and will continue to do so. In today’s fast paced global market, businesses are called to move more rapidly than ever before while doing even more with less. While globalization and technology are the drivers behind the change, I firmly believe that the only way to achieve and sustain success is through the empowerment of people.

Empowering people is a great concept, but what are some steps we can do at Etech to make this happen. Here are some ideas that servant leaders embrace!

  • Share Power. At team meetings and team huddles, give the lead to your team members, allow them to facilitate, brain storm and make decisions. Encourage and shepherd them through the process.
  • Seek feedback. Ask your team members how you are doing as a leader. Listen to what they say and be open to change.
  • Focus everyone on pleasing the customer. Turn their attention outward, to the market, rather than inward at the boss. This points everyone’s focus toward the same goals and helps to produce better results.
  • Involve your team in embracing change. Identify the changes impacting your team; engage your team members in developing strategy and implementing the action plan.
  • Serve, don’t dominate your team! Don’t try to win by intimidation. Define leadership in terms of creating environments for success for everyone — you included.
  • Break down silos. Identify areas where territoriality is getting in the way; find strategies to engage others in ways to foster cooperation.
  • Lead and serve by example! Be the change. If you ask others to adapt but are unwilling to change your own ways, how effective do you think you will be?
  • Show humility. By admitting when you are wrong and demonstrating to your team how to learn from these moments, you create an environment of accountability and continual learning.  What we learn from mistakes can be an incredible source of intellectual capital!
  • Celebrate and value the team! Share the credit and spread the praise—emphasize that “we are a team and we are all in this together.”

Servant leaders are intentional in finding ways to motivate and inspire others by empowering them.

Matt Rocco

Matt Rocco is the President/CEO for Etech Global Services. Matt is a 38-year veteran of the BPO industry. He has held key leadership positions within Dun & Bradstreet, The Berry Company, and Etech Global Services. In the past 38 years, he has spent time in every facet of call center operations and outsourcing processes. Matt has been an avid speaker at many industry events and was featured in the articles of various renowned periodicals including The Wall Street Journal, Contact Center World, Call Center Magazine, Call Center Times and others.