The concept of applying the Leadership Intelligence Pyramid is based on the idea that the best leaders are those who are able to get their team to succeed. This is achieved by giving them what they want in terms of guidance, resources, opportunities to build up their skills and knowledge, and ultimately, to make them into something that is more than just leaders. The leadership intelligence pyramid in CX plays a big role in shaping the culture of a contact center.
It is human nature to want more, which means that it is also human nature to become a leader. But, many of the leaders in today’s society do not have the skills or knowledge that they need to be leaders and actually achieve a position of leadership.
These leaders often become stagnant and they do not learn from the experience that they have had in the past that they need to be constantly improving and becoming better leaders in order to stay on top.
Human nature is such that we all like to be winners at things. We would rather be successful in our work or personal lives and we also want to achieve something bigger than what we already have.
The leaders who have the leadership skills are often those who inspire their followers to become better people, to be better leaders, to become better workers, and to be better workers of whatever it is that they are trying to achieve.
Applying Leadership Intelligence Pyramid Includes Effective Leadership Guidance
The most important part of being a leader is that you are willing to make sure that your team understands what it is that they are trying to accomplish and that they are on the same page as you. If they aren’t, the contact center is likely to fail because you have no control over how they do things. That means that you have lost the ability to provide guidance, which means that you don’t have any control over how your contact center runs.
Leaders need to be able to provide guidance, and that requires them to become skilled at communicating with others. They need to be able to communicate clearly about the goals that they have for the team, and they need to be able to communicate their expectations to their team members in a way that everyone understands.
Without understanding what your team is trying to accomplish, and if your leaders understand what they need to do, the rest of the organization can easily fall apart. Without leaders who know exactly what is going on with their team, no one else can either.
If you want to ensure that your team is working together, you need to make sure that your supervisors know what is going on and what is expected of them. If your supervisors don’t know what is going on, then it becomes difficult for your team to be successful.
Provide Resources for your Team
When applying the leadership intelligence pyramid, one of the most important aspects of it is providing resources for your team. One of the most important things for any leader to do is providing resources for their team. It is very important for leaders to provide resources because, without them, they will find themselves with a group of people who have no clue what they are supposed to do. Resources can be anything from a good idea to a great plan, to even someone to go get the resources for them.
Resources are one of the first things that a leader is going to need to keep up with his or her team. They are very important, and the more resources that a leader has available to him or her, the better his or her team will be. If you are a leader, then it is very important for you to figure out what resources you have available to you, and which ones you should be working on. In order to do this, you need to consider three things.
The first thing that you need to think about is the amount of time that you have to invest in your team. Are you the type of leader who has lots of time?
Then you might want to consider spending more time in developing the resources for your team. If you are not the type of person that can afford to spend hours upon hours developing a single resource, then you might want to consider making use of what resources you do have available to you.
Applying Leadership Intelligence Pyramid Involves Training to improve Skills and Knowledge
There are a lot of skills and talents that are required in the contact center industry. Some of these skills include writing, communication, and the ability to work with teams and as a whole. To build these skills and talents, provide training that would help your team develop the required knowledge and skills in order to progress in their career.
Communication is another important skill that is required in contact centers. This means that agents need to be able to communicate with their co-workers and customers in order to make the best use of their skills and talents. To learn this skill, one has to learn the art of listening.
This skill is quite essential if one wants to become successful in their career. Reading and writing also form a part of the communication that is required in contact centers. If agents are able to get good communication skills, then they will be able to make better use of their communication abilities and can perform better.
When it comes to building skills and knowledge in a career, there are a lot of companies that can help your team to get the required knowledge and skills. These companies offer a variety of training programs that enhance their knowledge and skills in the field. These companies can also give some of the services such as coaching, mentoring, or a combination of both.
- What resources do you think are vital for the success of your contact center agents?
- Have you been applying the leadership intelligence pyramid in your leadership strategy? How effective is it?
- How often do you think leaders should provide training for their teams?
Jim Rembach is the Editor in Chief of the Customer Service Weekly and it’s Podcast host. He is President of CX Global Media and the creator of the Call Center Coach Virtual Leaders Academy. As the host of the Fast Leader Show Podcast, he has interviewed hundreds of experts, authors, academics, researchers, and practitioners on various angles, viewpoints, and perspectives for improving the customer experience. He has held positions in retail operations, contact centers, customer support, customer success, sales, and measured the customer experience. He is a certified Emotional Intelligence practitioner, Employee Retention Specialist, and recipient of numerous industry awards.