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Submitted by

Bob Morrell on 12.04.2024


B2B Sales, Customer Service, Leadership and Management, Omni-Channel, Selling, Telesales/Call Centre, Travel Sales
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Empowering Your Teams – Free Up Time & Focus on Valuable Work

Speech bubble surrounded by customer service headphones

In today's competitive business environment, empowering teams is more than a trend; it's a necessity, especially in high-stakes areas like contact centres. What all businesses want are  self-sufficient teams that can operate effectively without constant supervision.

In contact centres, team leaders are constantly being side-tracked by their team's problems. This not only hinders the leaders' own workflow but also limits the team's growth in problem-solving skills. If you can see the patterns of how this happens you can then build strategies for training and coaching that encourage autonomy and efficiency.

One of the most common and most detrimental habit is 'permission-seeking' behaviour. Setting clear guidelines and criteria can empower team members to act independently, which streamlines workflow and fosters a dynamic environment where confidence and time management flourish. 

Reality Training are your go-to experts for effective sales models, upskilling agents, advisors, Team Leaders, and Sales Managers in contact centres everywhere. We transform and enable service teams with a unique and positive approach – find out what we can do for you via our website www.realitytraining.com.

By challenging leaders to redefine their roles within the contact centre they cease to be bogged down by administrative tasks, and can focus on strategic initiatives that contribute to a better service experience. By reallocating their time towards coaching, improving systems, and refining service propositions, leaders can truly lead their teams towards success and profitability.

For help with empowering your people you could do a great deal worse than to explore the services offered by Reality Training.

Check out our Contact Centre Focus podcast episode, Empowering Your Teams: Free Up Time & Focus on Valuable Work. Click here to listen: https://bit.ly/EmpoweringYourTeams