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Note from the editor: Conflict in the contact center can cause tension and stress that not only impacts internal culture, but also harms the customer experience. What can you do this week to foster open and honest communication or strengthen relationships? Take the first step.
Find common ground to begin a compromise. It could even lead to a partnership that benefits many. Long time archenemies SeaWorld and the Humane Society have not only found common ground after years of conflict but also have now partnered to create something good. Is there someone you don’t like being around or working with? Take time to get to know them. Sit down over coffee and talk about their life, their beliefs, what makes them tick. Talk. Don’t just shut the door. Talk and listen.
Who are you at odds with? Do you even know why they believe what they do? At least ask. And listen.
More inspirational tips from Dayna Steele:
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Dayna Steele is the host of The Rock Business video series and is The Rock Talk featured keynote business speaker. Success takes more than talent. Dayna delivers the principles and introduces the rock stars who prove that theory every day. This rock radio Hall of Famer is also the creator of 101 Ways to Rock Your World book series. Dayna is a professional on LinkedIn, occasionally snarky on Twitter, and has absolutely no filter on Facebook.
These are extraordinary times, and we, the ICMI team, want to offer a helping hand.
Many contact center professionals are on the front lines of this crisis – handling customer contacts with life changing urgency, managing work-from-home staff, figuring out system stability and accessibility issues and keeping teams sane. Meanwhile, you’re overwhelmed and trying to manage the uncertainty of what each day brings both at work and at home. We know it’s not easy.
As the leader in support, service, and guidance to contact centers, we’re here to help.