Why do some contact center leaders who seem to have it all end up failing? The answers might surprise you.
The misstep that hurts the most: failing to build strong relationships and teams. About 40% of professionals in a Right Management survey said that when leaders don’t connect with colleagues and subordinates and don’t build a sense of community within their teams, they don’t succeed.
A leader’s mismatch with corporate culture accounts for only 26% of failures. Bringing in poor results only brings down 25% of leaders.
It’s just as important to practice good soft skills with employees and colleagues as it is with customers. Leaders who build relationships succeed in the workplace, researchers found.
Here are a few ways leaders can grow relationships:
- Stay positive. Leaders who are practical about tough situations, and focus on the light at the end of the tunnel, can keep up team morale.
- Spend time at the water cooler. Talk to employees about what’s important to them – their kids’ soccer games, art classes, hobbies and favorite shows. Reveal some of your personal side, too. Avoid gossip, though.
- Meet one-on-one regularly. Nurture employees’ work and home lives by making sure their workload is balanced. Help them find new challenges and learning opportunities that excite them.
