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Team Leaders: Building Resilience in Your Contact Centre Teams
Manage episode 389640530 series 2991143
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Team Leaders, is your contact centre team prepared for the challenges of peak seasons and ready to emerge stronger?
Join us for a discussion on resilience – a crucial trait for thriving in the demanding environment of a contact centre. We’ll tap into Dr. Kenneth Ginsberg’s insights on the Seven Cs of resilience, covering competence, connection, coping, and more.
Discover how to boost resilience in your team, with a focus on the pivotal role of team leaders in recognising and enhancing resilience, from honing skills to fostering creative problem-solving.
Next, we explore the power of connection within teams, highlighting open communication, clear roles, and the impact of storytelling. We’ll also address coping mechanisms and the significance of taking ownership of decisions, showcasing how resilience transforms contact centre dynamics.
By the end, you’ll grasp the importance of resilience and gain a roadmap for creating a supportive, growth-oriented workplace.
Tune in to empower your team not just to survive but thrive!
Find more useful and essential contact centre development from realitytraining.com
Chapters
1. Team Leaders: Building Resilience in Your Contact Centre Teams (00:00:00)
2. Building Resilience in Contact Center Teams (00:00:11)
3. Building Resilience and Connection in Teams (00:08:01)
44 episodes
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