As a contact center manager, communication is vital to the success of your center.
This may seem elementary, yet too many contact center managers and their staffs continue to point to “communication” as an issue getting in the way of higher performance, motivation and team morale.
Communication is a many faceted concept, which gets blamed for a manifold of ills in organizations.
There are three primary contexts of communication in organizations that needs to be continually assessed and addressed:
- technical communication from an IT perspective,
- tactical communication regarding the general flow of information through an organization, and
- interpersonal communication occurring between people at various levels of the organization
The context starved for attention in virtually every organization is the third on the list above, interpersonal communication.
Excuses are varied as to why this context of organizational communication is neglected, but the fact of the matter is that few organizational leaders are comfortable dealing with interpersonal communication issues, so they are avoided.
To improve call center performance a commitment to high levels of communication is vital, yet, managers I’ve worked with always seem stumped as to where to start and how to address them effectively.
Based on more than 12-years of working with organizational leaders, I’ve identified seven key communication mistakes that are negatively impacting virtually every work environment, they are called The 7 Deadliest Sins of Communication and include:
- A lack of specificity
- A lack of desirable behaviors
- A lack of respectful rebuttals
- A lack of immediacy
- A lack of focused attention
- A lack of appropriate tone and body language
- A lack of directness and candor
Virtually every instance of mis-communication, personality conflict, or lack of follow through, can be directly connected to one of these seven deadliest communication sins.
Most of the seven can be understood simply by their label, while some others like “a lack of respectful rebuttals,” and “a lack of desirable behaviors,” may need a little more explanation. To learn more about each of The 7 Deadliest Sins of Communication, download the free white paper report at http://www.workplacecommunicationexpert.com/.
Below are three specific steps managers can take to improve motivation, morale and performance by fixing communication problems in their call centers:
- Have the team brainstorm specific issues, challenges and frustrations with communication (this will allow team members an opportunity to express their ideas and feel heard)
- Place each identified item within one of the 7 deadliest communication sins (this will chunk the myriad of ideas into like categories reducing the feeling of overwhelm and allowing for specific strategies to address)
- Prioritize the most important issues to be addressed and commit to working on the top priority for 30-days (then, assess and move down the list)
Applying the above three steps is the first step towards improving the motivation, morale and trust at your call center that will lead to improved performance.
This guest post was written by Skip Weisman.
About the Author: Skip Weisman
Skip’s 20-year career leading award winning professional baseball franchises provides the ideal foundation for helping 21st Century business leaders create high-performing work environments.
Skip was CEO for five professional baseball franchises, including the award winning Hudson Valley Renegades, that he literally grew from the ground up before the first shovel began constructing the team’s new regional stadium.
Since leaving baseball in 2001, Skip has been known as The Leadership & Workplace Communication Expert working with small businesses in every industry from banks to plumbers improving individual and organizational performance by transforming interpersonal communication at, and between, all levels.