“Jump and the Net Will Appear.”

Each year, ICMI is assisted in serving the contact center industry by the ICMI Strategic Advisory Board. This volunteer group of industry professionals, authors, and customer service thought leaders helps us stay on top of changing industry trends, review our trainings and offerings, and make critical connections in the industry.

We’re asking each member of the board a few questions about their career and their outlook in the industry. Here, we rel="noopener noreferrer" pose a few questions to Steven Campbell a veteran consultant and president of Team Rebus.

Thank you for agreeing to be a part of ICMI’s Strategic Advisory Board. Why do you think it’s important to give back to the contact center community?  

Giving back is a way for me to express gratitude to the people, organizations, and communities that have helped me along the way. I’ve made my career in this space; I’m thankful for that and want to give something back in return. I also think giving back is a way of paying it forward. By helping others, I hope to influence a cycle of kindness that will benefit others in the future. Lastly, I believe this opportunity will help me continue to grow.

What lesson did you learn from your biggest success in your career? And from the biggest challenge (that you’d like to share)?

The successes seemed to come when I took a calculated risk and bet on myself, even when I was afraid. I read a quote once that said, “Jump and the net will appear.” I’ve lived my life that way to an extent.

The challenges? That’s easy: When a oss and I do not align on core values. I care deeply about treating people kindly and as equals. I’ve had a few bosses that flat out didn’t treat people well. Those were short-lived stints. Those were instances where I jumped, trusting the net would appear.

In your opinion, what skill or skills will be most needed in the next decade in this industry?

The Power Sweep was the signature play of the Green Bay Packers football team in the 1960s. At the time, the Packers were the best team on the planet. So, what was the power sweep? It was a basic run play to the left or right. There was nothing special about it. Instead, it relied on strong fundamentals, few frills, and teamwork.

Far too often we fail to master the basics. What’s most needed in the next decade is the same thing that was needed in the 1960s and right now. Master the fundamentals. In our industry, that means hiring, training, coaching, WFM, QA, technology, metrics, and continuous improvement.

What are you most proud of in your career, and why?

In consulting, you serve companies as someone who’s an expert in the field and someone who can guide them to a better place. You’re making a promise to your clients that you know what the hell you’re doing and you have their best interests in mind. It’s the consultant version of the Hippocratic Oath. I take it seriously.

You find yourself in a room full of contact center professionals and you have the opportunity to give them just one piece of advice to set them up for success. What would you say?

There’s a wonderful quote by F. Matthias Alexander that goes, "People do not decide their futures, they decide their habits and their habits decide their futures." Your habits will determine success or failure. Collaborate with your team to build strong habits around the fundamentals of running the operation and developing your staff. Do this and you’ll be on a good path.