Contact center operators are dealing with customer service concerns and making sure that customers are satisfied every single day providing them call-and-response services. Respecting and truly listening to your colleagues are important values for successful firms, even if their role in securing the customer experience is widely known. The senior corporate executives don’t always have the finest ideas. At the same time, those employees who deal with clients on a regular basis typically come up with some of the most memorable ideas.
To gather, assess, and execute new initiatives that spur innovation activities, it takes inclusion and those disparities in perspective – not only from a marketing view, a digital view, or an industry view, but also from an administrative view. Advice from contact center staff members may have a significant influence on the business, whether it’s an idea that can promote mobile acceptance to its usage or a proposal that can save time during every customer engagement.
How therefore can contact center employees and supervisors be motivated to establish connections with and channels of communication with the engineering and product teams?
Will it be a good idea to consider it to be a different kind of social networking? The broader networks in other areas of the company should be encouraged and maintained in addition to the team network and the operating network. For instance, contact center production managers should be acquainted with their colleagues in IT, development, marketing, economics, and other areas. As a result, contact center personnel often interact with their partners from various business lines.
To assist ideas from contact center employees become reality, representatives from various teams should be selected. A project manager could communicate with his/her colleagues on the marketing and technical teams from the contact center, for instance. The project manager of the contact center can share any information with employees about what’s occurring in the call and response service and why things aren’t running as planned and sharing the information with other suitable teams if they discover a system, process, or procedure that isn’t working as planned.
Simply gathering the opinions of the colleagues and moving the idea forward from there is insufficient. Continue involving the team members so they can see that you have taken note of what they have said and know that you are paying attention. They must also be aware that even a brilliant concept may take some time to implement since it needs to compete for attention with other ideas.
Seeing your ideas come to life gives employees a tremendous sense of empowerment. Despite having ideas, they might not know where to begin or how to put them into practice. This feedback mechanism keeps workers interested and motivated to improve their organization in a workforce that is heavily reliant on time and seconds.
