TEAM BUILDING
BY TYLER HAYDEN
ILLUSTRATION PROVIDED BY ADOBE STOCK
REMOTELY ENGAGING HOW BEST TO CONNECT REMOTE
The technology and best practices for contact centers have rapidly changed over the years. And one of the biggest was the rapid shift of remote work from the fringes to the mainstream as a result of the COVID-19 pandemic as the subsequent“ new normal” left in its wake.
Overlaying this is the long-accepted practices of nationally- and globally located distributed multi-site contact centers, often active 24 / 7 or using followthe-sun to provide customer service.
A few years back, I was fortunate to consult for a team that was a pioneer in the contact center industry: and in remote and distributed working.
From the owner having a cot in his spare bedroom where he personally serviced several direct phone lines 24 / 7- to adding tech that enabled him to build a
28 CONTACT CENTER PIPELINE
CALL CENTER TEAMS.
business that supports customers with a nationally distributed team across the continental U. S.- it was( and is) on the cutting edge.
The owner’ s query to me back then was,“ Tyler, how do I build a team when people barely work the same hours together and rarely are in the same space?”
Back then it was a conundrum I hadn’ t considered. So, I started to pour over the literature. I interviewed managers of 24 / 7 operations. I even did a proprietary study on remote workers( before it was a thing). What did I find from all those data points?
Well pour yourself a cup of coffee and let me share some of the high points and how you can use them to build better employee experiences and engagement.
GET REAL
Clearly define and own the barriers and benefits to the way you work. Use the 90:10 rule to come up with solutions( talk about the problem for 10 % of the time and the solution for the 90 %).
Many managers“ wished” it was this way or that. Don’ t fight the unique makeup of your team. Instead, embrace what you have and max it out.
BE A PUBLIC ADVOCATE OF THE GREAT THINGS YOUR REMOTE TEAMS ARE DOING.