Customer Experience News & Trends

Why many managers are failing – and what can be done to improve

Contact center leaders: Think you’re inspirational? Find out what agents think.

About 80% of managers give themselves a 7 on a 10-point scale describing how inspiring they are, a Global Institute of Inspiration study found.

Agents don’t see it that way. On the flip side, 65% of employees say they’re not inspired by the boss!

Inspiration may not come natural to all leaders, but its necessary to motivate. So try these three tips to inspire your agents.

  • Share positive customer feedback regularly. Convey their honest, kind words, and you need not say anything more.
  • Post an inspirational quote daily on a white board. Invite agents to add their thoughts and appropriate quotes.
  • Be enthusiastic when you talk about changes and improvements. They’ll catch the attitude.

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