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5 Things To Define As a Contact Center Leader

5 things every contact center leader should define.

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What is the difference between a boss and a leader? A boss is someone who tells other people what to do. In fact, the foundation of the relationship between employee and boss is built upon subordination. A leader, on the other hand, is one who acts with direction and intention, and is ultimately able to get things done because of the fact that he can easily impress his worldview upon others and lead with charisma and empathy. As a contact center leader you need to possess these qualities

However, this is not as easy of a task as it may sound. In order to become the type of leader of your dreams, you need direction—that is, founding principles upon which you base your day to day work and interactions with others. For aspiring leaders, it is essential to know what it is that propels you to continuously give it your all. To achieve this, here is an important list of 5 things to define as a leader before making any big decisions.

1. Purpose

What is the driving force behind the efforts you make in the workplace? This is the first question that an aspiring leader must ask themselves. Without truly understanding the impetus that pushes you forward each and every day, finding the motivation to make it through the more difficult parts of leadership can be a true challenge.

Purpose has a great deal to do with the role that you imagine yourself playing as a leader. Is your purpose to bring fulfillment to your customer base? To guide and teach your employees in order to help them better themselves? Is it about building an environment that everyone can thrive in? Understanding these core motivations can help guide your day to day actions, keeping you spontaneous and proactive instead of reactive.

2. Vision

Defining vision is another vital step in your personal and professional development as a leader. When people hear the word vision, they sometimes imagine the idealistic, pie-in-the-sky concepts that overly enthusiastic or naive leaders can bring to the table.

In reality, however, vision is precisely the opposite. Vision is all about taking into account your situation and building a realistic image of the future towards which you can strive regularly. This gives you a roadmap to help calibrate and recalibrate your trajectory as weeks, months and years go by. Your effectiveness as a leader is directly tied to your ability to communicate your vision to others

However, having a strong vision isn’t just important for you as an individual—it is a vital part of the operations of any company. In order for everyone to be on the page, it is vital that everyone share a mutual understanding of where they hope to see themselves and their company in the future. Without a shared vision, discord can arise when discrepancies between visions become apparent.

3. Mission

This is an interesting point because it is so uniquely personal and social at the same time. Mission has to do with what drives you forward as an individual, but also as a company. Nearly every company out there has a clear mission statement outlining its goals as a company, while having good reason. When everyone who interacts with the company, from customers to employees to investors to management understands the mission of the company, it becomes much easier to move ahead as a single, harmonious unit instead of a random group of individuals.

4. Values

Perhaps more than anything else on this list, values are what define both a leader and a company. Values are central because they play directly into every other part of your orientation as a leader. For example, your purpose comes out of a background of values. What you strive to do is the result of what you find important or unimportant in the world. Vision and mission are results of values because your vision for the future is also influenced by values.

Common values that help leaders become competent in varying degrees are integrity, authenticity, service, and empathy, although these are just a few of a long list of potential values that guide the decisions made by leaders both alone and in groups.In conclusion, values are what make you yourself and give character to the company and its culture.

5. Company Strategies

The final thing that it is important to define as a leader is somewhat different from the others. While all of the previous elements have practical applicability, strategy is something purely pragmatic. Once you have developed a baseline understanding of purpose, mission, vision, and values, then you will be able to get down to the nitty gritty task of deciding what strategies for success are available within those parameters. 

This category includes a number of questions such as how to delegate responsibility to others, how to deal with breakdowns in communication, and how to continuously redefine the role you play as a leader in a fast paced industry.

Foundational aspects of leadership

Without the above mentioned fundamentals, there is a greater chance that you will fail as a leader. This is because these aspects are what make any leader effective. They also strengthen not only leadership but team coordination. It is important to define these things from the beginning and to constantly check if your processes and systems are adhering to these five things


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