Positive Leadership In Your Call Center

The Power of Positive Leadership and the impact it has on your call center performance is epic.

Benefits of positive leadership are numerous but on the flip side there are risks to your call center performance by not paying attention to this.  What is the biggest impact?

What Are the Risks of a Negative Workplaces??

Lack of Positive Leadership in Your Call Center

Is this a surprise to you?

Negative leadership leads to unengaged employees and unengaged employees leads to many seriously bad systems of poor performance in your call center.

Take these startling facts...

Positive Leadership Startling facts

So we know that many organizations do not have an employee engagement strategy in place.  Which also means that they are probably weak on positive leadership too.

Some organizations try but fail...

Why employee engagement fails:

  • Companies don't know what employees really want.
  • They don't know how to interpret data from employee surveys or how to act on it.
  • They do a poor job of setting and communicating expectations that inspire engagement.
  • They lack values that motivate employees to perform at their best.
  • They lack attractive career paths for good performers at all levels.
  • They assume engagement is driven by managers when in fact it may not be.
  • They're stingy with recognition.
  • Their leaders inspire mistrust.
  • They don't have a culture that encourages employees to thrive.

Poor results from employee engagement efforts should influence the way companies define and manage engagement. #callcenter

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Employee Engagement Strategy

So the big question should be... "What influences employees to engage?"

  • Is it frequent recognition, clear expectations, explicit values about performance, constant pulse taking, or just more money? Or none of the above?
  • People differ in what they value—and understanding those differences is critical to motivating people.
  • Expectations lead to motivation. "People engage in behaviors that they expect will lead to rewards they value. ... Often, simply setting goals for individuals can make a major impact on the motivation.“ 

This info above was identified in 2013, by Edward Lawler III, distinguished professor of business at the University of Southern California's Marshall School of Business.

So, the talking points for Positive Leadership are the following:

  • Does a Positive Leadership approach make a difference in the performance and engagement of the staff?
  • What is it that motivates employees to engage?
  • Expectations about employee engagement?

Positive Leadership Webinar

Want to learn the tactics to use to promote Positive Leadership, which in turn, will improve employee engagement?

Join This Positive Leadership Webinar Event

Revealed: How to build your path to Positive Leadership and create an amazing call center by just following the tactics revealed on this webinar.

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About the Author: Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.

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