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Article : 5 Essentials in Being an Open, Honest Team Leader

#contactcenterworld

Author: Marc Carriere, Managing Director, Marketing Tactics Pty Ltd

Open and honest communication is one of the pillars of any successful and valued relationship!

The more open, honest and connected the dialogue is, the healthier your relationship with them tends to be with others both in your privates and work lives. Communication can make or break a relationship, and probably the most important thing you can bring to your communication with your team members is honesty.

When you dodge the truth out of fear for how it will be received, you only build bigger walls between you and team members, however when you communicate your truth from a place of caring, you're always reinforcing the strength of your connection with your team member.


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Here are 5 essential elements to focus on to when communicating with your team members:

1. Be clear and honest in your own mind about your intentions before you speak with someone, and certainly be clear and honest about them when you’re speaking with a team member.

To be honest with someone else, we must know where we’re coming from and the outcomes we’re trying to achieve.

2. Make your actions match your words.

If you say you’re going to do something based on your conversation, you need to be seen to be following through.

So, if you told someone you’d do something, be sure to close the loop by telling them when you’ve done it.

3. You also need to be open to feedback. Communication is a two way street and you need to give someone a genuine opportunity to respond to what your communicating about.

Don’t interrupt them. Let them speak their mind and share their thoughts. And, actively listen to what they’re saying, and if you’re unsure about what they’re trying to get across ask them to elaborate.

4. You also need to be sincere when speaking with them and about your reactions to what they have to say.

If you’re providing corrective feedback or a reprimand and you’re disappointed or pissed off about their behavior tell them that and why you feel that way.

5. Accept them as a separate person. Not everyone communicates or shares information the same way. Before you communicate with them think about their communication style and adapt to their style as much as possible.

Now… can you be too honest?

Yeah, you can be. You need to be careful that you're not too brutally honest because you might not realize how you're perceived.

It is absolutely fine to give people your honest opinion, especially when you're asked for it, however brutal honesty can have serious consequences that permanently change your relationships.

So, think about who you’re communicating with and the message you want to get across and consider their feelings.

Just remember… no matter what, you have to be honest.

Take responsibility. You are in control of the way you communicate with your team. Make a conscious effort to bring as many of these essentials into your communications, and you're bound to see and feel some very positive changes with your team!

#contactcenterworld


About Marc Carriere:
With worldwide executive experience managing Call Centre teams that have won 3 Silver and 3 Gold ‘Ardy’ awards, consulting with businesses mentoring and coaching their Call Centre Leaders and having owned a call centre himself, Marc is well aware of the difficulties Call Centres face consistently meeting their monthly targets.

About Marketing Tactics Pty Ltd:
Company LogoI help level up Team Leaders fast.
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Today's Tip of the Day - Disability Laws

Read today's tip or listen to it on podcast.

Published: Wednesday, October 27, 2021

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2023 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

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Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

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OpsTel Services

SPEED
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.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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