5 Things You Can Do to Become a Great Leader in the Contact Center

  • 5 Things You Can Do to Become a Great Leader in the Contact Center

Great leaders aren’t born that way, and most dedicate their lives to learning, applying and mastering leadership skills. When it comes to being a leader in the contact center, don’t be discouraged if authority doesn’t come naturally to you. With a little training, hard work and perseverance, you have the capacity to become a respected part of your contact center leadership. Here are five things you can do to start transforming yourself into a leader.

  1. Promote Action :

    Contrary to popular belief, a leader isn’t someone who bends the will of others. A leader is someone who shows the way and encourages others to make their own choices. Even if you can see that someone’s decision is likely to lead to inopportune consequences, it is important to give them the freedom to choose. This doesn’t mean you can’t give them your opinion or try to help them see a better way, but you should never coerce them into doing things your way.

  2. Recognize Achievements :

    Never ignore the achievements of your fellow workers. Instead, publicly recognize their good work and genuinely congratulate them for their efforts. The best leaders are those that encourage the repetition of good behavior by giving praise and encouragement when it is due.

    While monetary reimbursement will always be excitedly accepted by the recipient, it is not always necessary. In most cases, employees are more than content to simply be recognized for their efforts and given a verbal “thank you”. You might also choose to randomly reward a superior performer with movie tickets or a gift card to a fancy restaurant. Keep generous monetary reimbursements reserved for special occasions or very rare achievements in order to keep them from becoming mundane and expected occurrences.

  3. Take Advantage of Training Opportunities :

    Training opportunities most likely arise on a daily basis, but if you aren’t actively watching you can easily miss them. When you see an opportunity to train someone, consider training the entire group at the same time instead of singling out one person. You may also want to reinforce the importance of proper training by holding annual or monthly training conferences. Always maintain a positive tone and focus on the way training can elevate the entire department and give them the knowledge necessary to further their skills.

  4. Listen and Learn :

    A good leader recognizes that there are always opportunities to learn from others. Make it a habit to carry a notepad and paper with you, and jot down notes anytime you hear or learn something new. When you listen to others and take their words to heart, you will make a positive connection with them and enhance your leadership qualities.

  5. Learn to Act :

    The best leaders are better at acting than hesitating. Rather than second-guessing yourself and letting opportunities pass you by, seize the moment and take action. If you see something that needs to be done in the call center, just do it, even if it doesn’t technically fall under your list of responsibilities.

Being a leader is more than holding a position of authority. In fact, it is much more about becoming than being. Become the best call center leader you can be by following these five simple leadership tips.

This blog was first published on LinkedIn

By |2018-01-22T00:00:19-06:00January 22, 2018|


Jim Iyoob is the Chief Customer Officer for Etech Global Services. He has responsibility for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business – Etech, Etech Insights, ETS & Etech Social Media Solutions. He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery.

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