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jasoncole,
When tension exists within groups I am sure you understand that it is not helping when it comes to providing feedback nor is it helping your customers. I have been in the call center industry for over 15 years from frontline to IT to workforce to ops. I have found the easiest way to lead individuals is to first resolve the perceptions that are taking place. Allow for the TSRs to provide what you need to "keep doing, start doing and stop doing" to the leaders or individuals that are leading. The next step to take would be to follow what they are stating. TSRs have a difficult job already without having to deal with the way they are being lead but it is also up to the receiver of the information to take it at face value. The other quote that I like is...
"If you keep doing what you have always done, you will always get what you always got"
This helps when offering a critique of an agents call handling.
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