Key Takeaways
How to achieve “Mind Like Water” in your Contact Center:
- Focus on the Emotional Resiliency of your staff
- Explore and utilize excellent Technology with the help of experts
- Grow as Leaders of the contact center in the areas of coaching and proper usage of data
Using Emotional Intelligence to Create Emotional Resiliency:
- Enhance your Self Awareness:
- Establish your Values, Mission, and Vision
- What pushes your buttons?
- Enhance your Self-Management:
- Develop and schedule your Self-Management strategy
- Craft your response to frustrating moments
- Enhance your Social Awareness:
- Be Interested, Not Interesting
- Enhance your Relationship Management
- Have a back pocket “fix it” statement
Explore New Technologies:
- AI- Don't be afraid, instead embrace it
- Blended Omni Channel capabilities-this is required
- Consult with a trusted technology advisor, like C3 Technology Advisors
Grow as Leaders:
- Grow your leadership and coaching skills
- Keep data simple for staff
- Get Creative with Technology usage