Trevor Clark, the Founder and CEO of ShyftOff, a flexible outsource solution for contact centers and customer support teams, shares insights on building high-performing teams in contact centers. He emphasizes the importance of viewing contact centers as strategic assets and suggests rethinking traditional motivators and adopting more flexible operation models to attract and retain top talent.
One key strategy Clark suggests is offering flexible work options, such as remote or hybrid work models, to cater to the changing expectations of employees post-pandemic. By supporting gig work and flexible hours, contact centers can create a culture of respect and understanding that not only boosts agent retention and satisfaction but also attracts a larger talent pool and fosters loyalty among existing team members.
Clark also highlights the importance of establishing performance-based incentives to motivate agents. By creating a clear link between effort, performance, and rewards, contact centers can drive increased productivity and equity within the organization. Communicating performance expectations and goals helps agents understand what high performance looks like and provides a measurable objective to work towards.
Investing in professional development is another key strategy Clark recommends for building high-performing teams. By offering access to training, certifications, mentorship programs, and leadership development opportunities, contact centers can engage and inspire agents while also preparing them for future career growth within the organization.
Moreover, Clark emphasizes the importance of reinforcing a culture of excellence and collaboration within contact centers. Providing employees with autonomy to make impactful decisions, celebrating achievements, and encouraging open communication are essential for cultivating a high-performance culture. Utilizing communication tools like Slack and Teams can also help keep teams connected and engaged, enabling transparent communication across all levels.
In conclusion, Clark suggests that by embracing a holistic, human-centric approach to contact center management and implementing the right strategies, building high-performing teams is achievable. As leaders, it is crucial to guide, inspire, and enable teams to reach their full potential. By focusing on creating a culture that champions continuous improvement and values employee contributions, contact centers can drive success and achieve sustainable growth.
