Vital Skills All Corporate Leaders Must Master

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I recently was asked by asked by John Mattone, an executive coach and the world’s top authority on Intelligent Leadership (IL) to  reveal some of the vital skills all corporate leaders must master that I’ve learned from the leaders that have been featured on the Fast Leader Show.

“Vital skills all corporate leaders must master.” Click to Tweet

I shared why I decide to create the podcast. I shard my story about growing up in East Chicago, Indiana and how that impacted me.
So Many Questions
I’ve always had questions. Why do people do the things that they do? How do people find a right fit? How do you engage employees? How do you engage customers? How do you engage with colleagues? How can you make a greater impact? How can you help more people?
All of these questions and my never-ending desire to find answers combined with the joy that I receive by recognizing others are some of the foundational reasons why started the Fast Leader Show podcast.
Some common mistakes
What are some of the most common mistakes?
There have been a few commonly-cited leadership mistakes that the guests on my podcast have admitted to on the show. With the storytelling format of the show, how people discover their mistakes and the circumstances surrounding their mistakes are unique to the individual and make each show unique.
Fear gets in the way
One of the more common mistakes that people cite is allowing fear to rule their decisions. People allow fear to prevent them from exploring opportunities within their existing role or new opportunities, standing up to others, expanding their current role, doing what they know is right, and enjoying themselves.
Ultimately, fear is an internal restriction. Sometimes the fear is purely internally manifested, while sometimes the fear comes from external forces and yet we allow it affect us.

“Fear is an internal restriction.” Click to Tweet

For all of us, fear is something that we must admit exists and learn how to manage it.
Leadership Program Failures
The main reason[s] that over 80 percent of leadership programs fail is that learning is only the beginning. Development takes time. People must practice leadership skills and attitudes. And they must have effective coaching to be led to success.

“People must practice leadership skills and attitudes.” Click to Tweet

The high failure rate of leadership programs has been around for a very long time. Measuring the return on investment (ROI) in leadership training and development is considered to be an important element in human resources and beyond. The ROI of training and development is frequently a topic presented and discussed at conferences, workshops, and professional associations. Journals and media regularly present the subject with more and more emphasis. Yet nothing is changing.
Executives have come to expect ROI projections and estimates in requests for leadership training and development funding. Leadership educators now find that asking for return on investment information is commonplace, but they’re frightened to reveal the true results. And they should be.
Leadership Self-sabbotage
There are three key ways I see people sabotaging their chances to get ahead.
Emotional Intelligence: People are not actively improving their emotional intelligence (EQ) skills. The evidence is very clear: those with higher EQ advance further and make more money over those with higher IQ. By not proactively improving your emotional intelligence, you are literally blocking yourself from moving onward and upward faster. You are costing you and your family a better livelihood. Get the 54 Emotional Intelligence Competencies List
Blending In: People are not amplifying their uniqueness and exploring ways to use their uniqueness to add value to others. They are choosing to fit in, keep their head down, and not make waves to stand out above the rest. Ironically, this behavior increases the chances of you being affected by downsizing and reorganization. Career security resides in being unique. It’s your responsibility to reveal it.
Coaching: Those that do not seek the support of a coach will be passed by those that do. All of the experts and masters of anything in the world have coaches. As individuals, we have blind spots to the things that are blocking us from obtaining what we seek. We all have unintentional blindness. A coach helps you to see what you can’t.
Get to know what you don’t know
You can’t improve what you know nothing about. So there are two things to do. First, learn about the competencies you need to improve to increase your emotional intelligence. The next thing is to assess your emotional intelligence. Unless you know what you need to work on, you are not going to be efficient with your time and effort.

“You can’t improve what you know nothing about.” Click to Tweet

Once you know what you need to work on, you must be willing to put in the practice to improve. Knowledge is not what improves your emotional intelligence. You must practice the new behaviors you’ll need to practice in order to experience any gains.

“Knowledge is not what improves your emotional intelligence.” Click to Tweet

Victims of Poor Morale
The symptoms of poor internal morale are presented in a multitude of different ways. The innocent victim in most of these cases is the customer.

“The innocent victim of poor morale is the customer.” Click to Tweet

Poor morale can impact the customer experience by:
Chronic problems experienced
Poor product/service development
Low levels of feeling valued
Mixed messaging
Cumbersome interaction processes
Higher cost
More time invested
All of these symptoms end up pushing customers to your competition. Causes of these symptoms are most often misdiagnosed as technology or process problems. What people fail to realize is that people design, implement, and support the technology and processes. So it’s people that are the problem. And when poor morale and engagement are present, people don’t work well with one another.
Essential skills that leaders need in the future
Leaders of today have to do these things now to be successful. The future is now.

“Master these four vital skills to accelerate your career.” Click to Tweet

If you want to rapidly accelerate your progression to greater levels of responsibility and compensation, you’ll need to master these four vital skills.
Perspective Taking: To be able to consider various points of view or assumptions about situations and people and to seek alternative options and choices. To view various situations through the eyes of others in order to better understand their behavior, positions, or requests.
Decision Making: You can’t merely gain perspective. With all of your perspective taking, you need to be able to make a decision and set a course of action. Knowing when to convert all of the insight gathered into a plan is key. Make a decision and move forward. And let your perspective taking continue so you can make adjustments when needed.
Persuasion: Nothing in an organization is done solo. You need to be able to persuade others of the merits of your decision so they work in concert to execute the plan. Being able to influence and persuade others to join you in the pursuit contributes to the outcome experienced.
Platform Building: In today’s noisy world, it’s more difficult to stand out from the rest. But for you to receive more opportunities to obtain greater success, you must. Creating a platform enables you to get seen and to be heard. Without it, you are just one of many. If you’re serious about taking yourself to the next level, you can’t succeed without a platform.

Obvious Contact Center Agent Burnout Problem Revealed

Obvious Contact Center Agent Burnout Problem Revealed

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You know those times when something is right in front of you, yet you fail to realize it? You ask yourself why you didn’t think of that sooner. If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)?

Of course, you did. It’s obvious, right? Ahem…it should be.

Have you considered MSD as a contact center agent burnout cause? Click to Tweet

This agent burnout problem is often unreported

In an article written by long-time contact center industry analyst Brendan Read and author of Designing the Best Call Center for Your Business he interviewed Dr. John Triano, director of the Texas Back Institute’s (Plano, TX) chiropractic division, and resident ergonomics expert. He shared that MSDs are insidious and often go unreported. Often, contact center agents do not realize that their work activities are causing their pain.

“Unlike lower back pain, where someone who is injured on a heavy job can’t do their work, upper arm, back and neck pains are such for call center workers that they can continue to work before the pain becomes severe enough to stop them,” explains Triano. “They risk worsening their conditions and their health.”

The fact is, our bodies were not designed to sit in front of a computer screen and handle customer interactions all day long.

A Contact Center First – For Me

Often, I look to find the not-so-obvious, because there’s often value to be found. I have been to many industry conferences over the years (not all of them) and this is the first time I met the likes of Blue Chip Onsite Corporate Message (BlueChipOCM) and Everett Johnson.

Watch BlueChipOCM reveal contact center agent burnout problem. Click to Tweet

Once I approached Everett and his colleague Jay (off-camera) about what BlueChipOCM does, I thought it was brilliant for them to be exhibiting at CCExpo.

Contact centers need to be more proactive in reducing their liabilities when it comes to (MSD) injuries. They need to put this in the forefront of their mind. Most of the injuries if treated, could be halted at the sprain, strain, and minor aches problem. But often they are over-looked under-reported and progress to tendinitis and nerve injury. In these worst cases surgery and long-term disability often result.

About Blue Chip Onsite Corporate Massage

BlueChipOCM was created to fill a gap in the industrial based massage service. Companies were searching for an entity that could provide quality, evidence-based industrial based massage services consistently and ethically to help fight overexertion injuries. We stepped up to provide that service. Source: http://www.bluechipocm.com/about-us/

Save Money at Work

The time away from work to treat MSDs can be extensive and expensive. Agents may have to go outside to get help from their doctor. Even if companies do not pay for the time off they may have to cover agent workloads with overtime. The bill ends up being a lot larger than the doctor visit. With a service like BlueChipOCM, you can reduce time away from work and save lots of grief.

Improving Employee Morale

“The biggest thing we see is employee morale goes way up. Employees, when you talk to them onsite, they say what a great company for helping us like this,” shared Everett. “Agents become very appreciative of the supervisors, human resources, and the health and safety team. Their praise is phenomenal for the company and they really feel like the company cares.”

Contact center agents praise the company and morale goes way up. Click to Tweet

Agents feel more valued. This is key because Feeling Valued is an important thing to measure and manage in a contact center. It’s one of the 7 Keys to Contact Center Employee Engagement and it’s one big key of success for an onsite massage program.

Upgrade your Agents

free-report-maximum-agent-performance-250x175Everett also shared a very intriguing insight. As an organization, you need to upgrade your computers. People at the CCExpo are there to upgrade their software. It’s time to upgrade your employees. Let’s start maintaining the employees and give him the most efficient best care they can have onsite.

The reality for contact center agents

In the case of MSDs, the prime source of hazard is the repetitiveness of work. Agents also suffer due to fixed and improper body positions, and the pace of work is also a contributing factor. But in a contact center, elimination of the repetitive patterns of work is not possible or practical. Therefore, to improve employee health implement prevention strategies involving workplace layout, tool and equipment design, work practices and treatment before it becomes a major issue is vital.

Obvious contact center agent burnout problem revealed and avoidable. Click to Tweet

Are you ready to meet this burnout problem head-on?

If you’re ready to be an employer with agents that feel valued, contact Everett at: ejohnson [at] bluechipocm.com.


Join me on the Fast Leader Show Podcast

monitor-fast-leader-showListen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.


 

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Hiring the Best Contact Center Agents through Candidate Experience

Hiring the Best Contact Center Agents through Candidate Experience

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Hiring the best contact center agent is getting more complex with each passing year. As more interaction channels enter the contact center, the interactions agents need to support are more challenging and require higher skill sets. To obtain higher skilled candidates, contact centers must focus on the candidate experience.

Watch Tim Kennedy of Shaker with Jim Rembach on Contact Center Candidate Experience. Click to Tweet

Recruiting reputation and candidate experience

“When it comes to recruiting, the importance of providing a good candidate experience during the application process is often understated,” says John Feldman of ERE Media. “In today’s hyper-connected world where airing one’s grievances and frustrations with the application and interview process is as simple as posting a Glassdoor review, recruiters can’t expect to attract quality candidates without a good candidate experience.”

Quickly finding mutual fit

According to the Great Place to Work Institute, great workplaces are built through the day-to-day relationships that employees experience, and that starts with the initial candidate experience.

Finding fit quickly for the candidate and contact center is paramount. A quick “no” is much more satisfying than a long drawn out search for fit that inevitably ends in no.

Finding fit quickly for the candidate and contact center is paramount. Click to Tweet

During the ICMI Contact Center Expo, Tim Kennedy was demonstrating Shaker’s VJT (Virtual Job Tryout) technology, which uses HireScience™ to help employers identify best-fit candidates more effectively.

And with the simulation design, VJT provides candidates with an enhanced experience through a realistic preview of the job, the hiring organization, and its culture.

About Shaker

Shaker’s Virtual Job Tryout® (VJT) technology uses HireScience™, enabling recruiters to combine the best of predictive analytics and human judgment. Recruiters identify best-fit candidates with more precision, increase new-hire retention, and improve quality of hire. VJT technology delivers pre-employment assessments as day-in-the-life experiences that educate and engage while obtaining a work sample that predicts job fit and competencies critical for success. VJT technology is available in Standard and Enterprise (custom) configurations. It has been deployed in most industries for entry-level to mid-management positions. More information can be found at shakercg.com.

Get efficient with hiring

The applicant screening process that so many contact centers use is terribly inefficient. Too much time is spent on going through candidates that often times are not even close to being a good fit.

The applicant screening process that so many contact centers use is terribly inefficient. Click to Tweet

Recruiters cannot afford to spend precious energy and resources on futile efforts. They need to make sure the good ones don’t slip away. By being able to stack rank order, recruiters can work with their number one prospective candidates and invest time and effort where their best opportunity and potential is…faster.

Getting the Best Candidates

free-report-maximum-agent-performance-250x175Desired contact center agent candidates have more options to choose from. As you make offers to your best candidates, so are several other contact centers.

Recruiting the best contact center agents is hard. It’s a fierce and very expensive competition that for most delivers a very low return on investment.

Today’s candidates are also much more sophisticated and technology-enabled than ever before. Their user experience standards are high, largely influenced by their time spent shopping, consuming media and managing their lives online.

CEB recommends that organizations must ensure that candidates’ application and assessment experience reduces candidates’ frustration by:

  • Clearly stating what will be asked of them and why, how much time they should budget, and what they will get out of it
  • Helping the candidate make an informed decision about the level of effort they should commit and their fit for the job and organization
  • Understanding the stages in the candidate’s journey and keeping the candidate up to date on their progress and next steps

As contact centers strive to make improvements in the candidate experience, those who seek candidate feedback and convert it to improving the entire process will win.

Contact centers with the best candidate experience will get the best agents. Click to Tweet

They will win by reducing their costs and finding best fit with the best contact center agents that are less likely to leave and more likely to perform higher.

Are you Ready for a Tryout?

There is a large number of organizations that provide candidate selection and screening solutions. But few are focused on the candidate experience.

If you want to differentiate you contact center contact Tim at: tim.kennedy [at] shakercg.com.


Join me on the Fast Leader Show Podcast

monitor-fast-leader-showListen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.


 

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Customer Service Reps Exposed: An Ongoing Cover Up

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