This blog is dedicated to Customer Service Manager and Supervisors looking for ways to save time and look after their wellbeing and the mental health of their agents.
Employee engagement, mental health and wellness are the key to the success of any call or contact centre and although a large majority of CSM’s haven’t been given the correct training to be able to understand the science behind human behaviour and motivation. However using a combination of instincts, empathy and common sense many are loved by their agents.
The problem is CSM’s don’t have time to research the latest studies on employee engagement and the neuroscience of human motivation, not to mention the hundreds of so called CX improvement solutions. To help I’ve written four simple things you can do to make your life easier:
- If your workforce has been reduced by a significant percentage and yet you are being asked to meet the same KPIs, take a moment to calmly explain the reality of what is being asked of you. If that doesn’t result in additional help or a lowering of expectations – Don’t let not being able to achieve the impossible stress you out, your mental health is important too and passing your frustration onto your team won’t help.
- Be honest with your people! Companies needed to make cuts and furlough people to survive and if you know what you’re asking from your agents is almost impossible for them to deliver, let them know that you agree. The reality is to keep the wheels turning everyone needs to work together and do the best they can. The alternative is a loss of customers which will leave everyone with a much bigger problem.
- Be as flexible as you can be, especially when working from home, with kids, is causing stress. This is a time for us all to care a little more and be less hung up on rules.
- Leverage technology to save you time. For example CSM’s and Supervisors who want to do more to support their teams but always run out of time – take a moment to think about ways to automate the tasks you perform each day. Scenario 1: A process changes; you send out a communication or have a meeting with your agents but only two thirds of them remember the new rule and now you have your boss on your back and have to re-do peoples work. Solution: Link agent adherence to messages that are sent via their remote real time dashboards, so every time someone forgets they get a reminder, then cross that off your list. Scenario 2: The marketing department tell you that from next week all agents need to change the way they describe or promote a product. Instead of calling another meeting, schedule that message to appear on agents’ mobiles or desktops for 10 seconds, 3 times a day for a week? Another task off your list!
For a live example of how scheduled messages can save you time simply scan this QR code with your mobile and experience how people friendly communications better protect the mental of your agents you can automate those two scenarios, better protect your agents and have some fun!
“You can change your brain, just by thinking differently.”
Joe Dispenza, D.C., studied biochemistry at Rutgers University and also holds a B.S. degree with an emphasis in Neuroscience. His postgraduate education has been in neurology, neuroscience, brain function and chemistry, cellular biology, memory formation, and aging and longevity.