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How Focusing on JOY Can Change The Energy of Your Call Center - Customer Service Talk - ContactCenterWorld.com Blog

How Focusing on JOY Can Change The Energy of Your Call Center

Does your call center feel like there is a gray cloud hanging overhead at times? Everyone is grumpy, overwhelmed and tired. And you just want to be anywhere but there.

With so many moving pieces, it would be difficult to never feel a bit crazy in the call center. What makes it worse is when a call center leader's overwhelm trickles down the line and starts effecting the mood of everyone on your team. I call it the "Gray Cloud" effect.

So in times of high stress, how do you turn that "Gray Cloud" into "Blue Skies"?

Last year I moved into a new office and had a discussion with a Feng Shui expert about how to best decorate. Her very insightful question was "What do you want to feel when you are in your office." I was going through a very stressful time working on a couple tough new customer service projects and with people who were struggling to keep a positive focus. My immediate response was "I want to feel joyful in my work. I want to feel joyful when moving through my projects. I want to help the people I'm working with find joy in their call center. I'm tired of feeling like we are pushing a crushing boulder up a never ending mountain trail."

Her advice: Put the word "JOY" on my bookcase. Off to the craft store and this is the picture of the top of my bookcase.

At first it seemed a little silly. But everyday I found myself looking for ways to bring a little bit of joy into the day, into the call center projects and into the lives of the customer service team. Joy came in many forms: a simple compliment, taking a moment to reflect on progress, expressing gratitude for team members, etc. It was the constant reminder that if I WANTED JOY, I needed to LOOK FOR JOY.

The tone of the project didn't change instantly, but after 6 months I can look back and see that this team has come a very long way. They are much more positive and focused on solutions rather than problems. It's like looking at the path from the top of the mountain, it doesn't seem quite so steep.

Why does a reinforcing reminder tool like my JOY sign work? Shawn Achor in "The Happiness Advantage" discusses extensive studies that show a brain in Positive Mode is 31% more productive than a brain in Neutral or Negative mode. He urges practicing gratitude daily to raise your happiness quotient. 

Ask yourself, what do you want to FEEL when at work. Find a way to focus on that one feeling and you will be a better manager, you will grow stronger teams.

The musical theme song for today is "Blue Skies" as sung by Ella Fitzgerald. Instant Joy when you need it most!

Source: http://www.customerservicetalk.com/blog/how-focusing-on-joy-can-change-the-energy-of-your-call-center

Publish Date: January 29, 2017 5:00 AM


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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

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Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

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The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

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Speed features:

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IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 



View more from Customer Service Talk

Recent Blog Posts:
Can 10 Seconds Make or Break a Customer Service Call?November 3, 2017 5:00 AM
How Focusing on JOY Can Change The Energy of Your Call CenterJanuary 29, 2017 5:00 AM
Who's your Mama? It's Not Your Boss!May 8, 2016 5:00 AM
Does Your Call Center Have A Problem Like Maria?April 14, 2016 5:00 AM
Do You Know Your Passion?March 21, 2016 5:00 AM
Why You Should Stop Nit-Picking Your Call Center Rep’s WorkMarch 4, 2016 5:00 AM
6 Steps to Deliver Super Sticky Results from Your Call Center Training Programs!February 12, 2016 5:00 AM

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