Happy New Year! I’m a little late to the party – but, it’s a new year for my 2015 blog posts! The time for resolutions has come and gone. Most resolutions made January 1 are dropped by January 31. So, why am I talking about resolutions? Because there are 3 things I want you to turn into habits for 2015. Don’t just make a resolution – make a commitment!
1. Lose weight, exercise more
No, I don’t mean the New Year’s Resolution to lose 10 pounds – I mean get up from your desk and walk through your call center. Stand at the end of the row and listen to the agents. What are they struggling with? How often do they have to lean across the aisle to ask someone a question? How many windows do they have open on their monitors on their desk? Walk around and purposefully notice these things. There’s low-hanging fruit there that will save you money. We get used to our limitations – because “it’s always been this way.” While out on your walk, chat with folks about what’s causing their work to be harder. Then, put fixing those problems on your to-do list.
2. Make a date with the phone on your desk in your office
Close the door and dial your way through your IVR menu once a quarter. As fast as business changes today, there are new terms that need to be written into your script…or changes to flow to get calls routed to the right agent the first time. When was the last time you redesigned your IVR call flow? For the love of all that is good and holy, go remove the message that says, “Please listen carefully as our menu has recently changed.” You see what I mean – keep the menu current!
3. Talk more about your vision
Does your contact center have a vision statement? When was the last time you discussed it during a staff meeting? Do you measure every activity against that vision? If you don’t have a vision statement – answer the question about what you’re trying to accomplish for your customers and business. Put it in writing. Share it with staff. Tie their jobs to achieving that vision. And, of course, be sure to celebrate the times your team “hits the mark.” Forget the diet – all contact centers love to have a reason to eat!
Three simple things, but they’re so easy to forget in the hurry of day-to-day activity. Take a step back. Try to see things through a new lens. Don’t make a resolution – make a commitment to take a walk with your staff, to listen to your IVR regularly and to talk more about your vision. Let’s get back together at the end of the year and talk about what a difference it made for your staff!