Customer Experience News & Trends

Connect with staff: 3 tips for contact center leaders

Agents are a wealth of information that often goes untapped. To get feedback that often leads to better contact center operations, leaders can try these tips.

These steps from management expert Jerry Osteryoung encourage positive communication:

  • Be specific. Let agents know what you want to discuss before you call them into any meeting where you’ll solicit their feedback. It gives them time to prepare their thoughts and eliminates anxiety over the unknown.
  • Sit beside agents. When you meet one-on-one, avoid staying behind your desk. Instead, sit on the same side, which removes physical barriers to good communication.
  • Get feedback on you. Give agents opportunities to say how you can improve yourself and operations. Taking positive and negative feedback well shows you genuinely care about good communication and its benefits.

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