Contact center leaders who gain and keep their agents’ trust will have a powerhouse team delivering standout service. Here’s how to win their trust:
These seven proven principles from leadership and customer care expert Barbara Burke also help build a high morale environment:
- Do what you say you’ll do. Actions speak louder than words.
- Listen more than you talk. The most effective (and well-loved) managers are also the best listeners.
- Follow up on employee suggestions. When you ask for ideas to improve the business, acknowledge the value of agents’ ideas and contributions.
- Maintain your mood. Employees look for consistency in leaders. Being wildly-happy one day and in the dumps the next makes agents uneasy.
- Walk the talk. Always do what’s right for customers and other departments and your employees will follow the lead.
- Be on time and respect other people’s time. Mutual respect is a core value. Set the example by arriving at meetings a few minutes early and ending meetings on time.
- Be interested. Build relationships by showing interest in agents’ lives outside of work. Share parts of your life, too, to build trust.
