Servant leadership methods are intrinsically motivating and can boost productivity, profitability, morale, and team member retention rates.
With the buzzword digital transformation becoming more popular, during ongoing uncertain times of the pandemic and increasing use of computerized systems having a lack of appropriate cybersecurity infrastructure, there is a steep rise in the cyber-attacks.
Every business needs to be constantly on the lookout for new ways to evolve. If you want to make meaningful progress as a company, one of the best things you can do is seek out new opportunities for growth and improvement.
Though we leaders across the corporate world have long recognized that our people’s wellbeing is a crucial factor, the COVID-19 pandemic has let us know how important really it is. During this tough time of the global pandemic, it has become a matter of survival for companies to prioritize the physical and mental wellbeing of their people, as protecting the workforce health and alleviating their stress have become two critical factors, for successful business operations.
You hired some stellar people. Now, you want to ensure that they stick around. Well, of course, the salary and other benefits that your organization provides them are significant, but according to studies, these don’t top of the list of motivating factors. Instead, a couple of the most significant facets seem to be peer motivation and feeling encouraged and recognized.
Servant Leadership is not at all a new concept. We have read numerous, remarkable stories in the scripture of many great characters who lived their lives to serve others. So, this noble idea was always there but the phrase ‘Servant Leadership’ came into existence in 1970 when Robert Greenleaf created it in his essay on the Servant as Leader.
Call quality monitoring is the key to understanding customer experience and is also the most crucial element in identifying trends in customer expectations. While this may have always been an underlying goal of most call quality monitoring, accurately measuring customer experience has been quite challenging. If we look back to the past, we will see that the early call monitoring efforts focused on improving call quality through improved team members’ consistency and call handling. But that only helped companies develop call quality criteria which measured compliance with internal processes and policies, not necessarily translating to a better customer experience.
A strong frontline is the base of any contact center to deliver an effortless customer experience. With every interaction, agents can make a remarkable impression for the brand in the customers’ minds. If agents, in a contact center, are not efficient enough to deliver flawless assistance, the organization risks losing customers, leading to a poor reputation and loss of revenue. Thus, it is crucial that call centers focus on the quality of interactions by consistently monitoring them to remarkably improve agent performance.
How can you consistently get team members who say, ‘I love my job, and I trust my leader!’? Well, team motivation is the key. There are several theories of motivation, and when we’re rightly motivated, there’s almost nothing we can’t do. We can motivate ourselves to build new technologies, make a remarkable change in society, and what not! It is one of the crucial responsibilities of any great leader to foster motivation and encourage employees.