Optimal Employee Experience Strategy for Your Contact Center

PEOPLE CENTRIC PEOPLE MANAGEMENT To be considered people-centric we need to think about how our people want to work. What inspires and motivates them to do their best?

Reward Leadership How do we reward leaders by investing more in them? How do we evaluate leadership and people management capabilities, so leaders receive on-going feedback to improve? Do we capture moments of “leadership in action”? Perfect Practice Makes Perfect Empower staff to take responsibility and pride in their work product and relationships. Engage them in role-playing desired behavior. Start by demonstrating what “nailing it” sounds like.

Leadership Development Culture How do we help people-managers become more effective leaders? Is there structured development to aid leaders with adaptation in approach, technologies, virtual management, engagement, and strategies? Career Paths and Bench Strength How do we cultivate talent, and make the right investments in soft and hard skills to meet business goals and individual development needs? Coaching Culture A comprehensive coaching toolkit is necessary for ensuring that areas of strength are praised, improvement opportunities are identified and collaboratively solutioned. Creating a schedule of regular check-ins between employees and their direct supervisors creates opportunity to check progress on project and performance goals with a frequency that guarantees performance advancement remains on track.

360 Feedback Loops Do employees know their feedback

matters? Can they submit suggestions and see results? Do they have an opportunity to engage in skip-level sessions and meet with a senior leader?

Equipping your supervisors with resources, such as our Coaching Tool, is an excellent way to start establishing a positive coaching culture.