Would Grandma be proud of your contact center? Key Takeaways

Key Takeaways

How to achieve “Mind Like Water” in your Contact Center:

• Focus on the Emotional Resiliency of your staff
• Explore and utilize excellent Technology with the help of experts
• Grow as Leaders of the contact center in the areas of coaching and proper usage of data

Using Emotional Intelligence to Create Emotional Resiliency:

• Enhance your Self Awareness:
  1. Establish your Values, Mission, and Vision
  2. What pushes your buttons?
• Enhance your Self-Management:
  1. Develop and schedule your Self-Management strategy
  2. Craft your response to frustrating moments
• Enhance your Social Awareness:
  1. Be Interested, Not Interesting
• Enhance your Relationship Management
  1. Have a back pocket “fix it” statement

Explore New Technologies:

• AI- Don't be afraid, instead embrace it
• Blended Omni Channel capabilities-this is required 
• Consult with a trusted technology advisor, like C3 Technology Advisors

Grow as Leaders:

• Grow your leadership and coaching skills
• Keep data simple for staff
• Get Creative with Technology usage