7 Habits of Highly Effective Contact Center Leaders

By Catherine DeStasio | July 30, 2019

It takes strong and skilled leadership for contact centers to thrive in today’s customer experience-driven world.  It also takes strong habits. The 7 Habits of Highly Effective Contact Center Leaders highlighted in this infographic will help improve your leadership performance and have measurable and positive effects on your organization.

Habit 1: Be an Active, Empathetic Listener

It’s good for agent engagement and customer experience.

Habit 2: Empower Your Teams to Solve Problems

Empower your team to overcome the challenges they face every day.

Habit 3: Share Valuable Data

It helps others and raises the profile of your contact center.

Habit 4: Always Be Learning

New perspectives are good for your personal and professional development.

Habit 5: Develop Strong Boundaries

Give yourself the time you need and learn how to say no when necessary.

Habit 6: Take Action

Ideas don’t deliver real value until they’re acted upon.

Habit 7: Be Human and Approachable

Support everyone you can, as often as you can.

Similar to Stephen R. Covey’s seminal book, 7 Habits of Highly Effective People, which focuses on powerful lessons in personal change, the seven habits in our e-book, 7 Habits of Highly Effective Contact Center Leaders, focuses specifically on behaviors that can help you become a more effective contact center leader.

To offer a real-life perspective on how these seven traits can contribute to effective leadership, Jen Jackson, Vice President of Customer Success at Serenova, shares her practical recommendations. Jen has lead multiple contact centers in her career and her  real-life examples illustrate how you can use these seven habits to foster trust and build effective relationships in (and out) of your contact center.

For resources on improving contact center leadership development, visit our resources page.