The 2020 presidential election in the United States has been nerve-racking. The neck-and-neck race has given rise to much debate and dissension, and the discussion about fake news versus real news has once again flared up. One big question is who is sharing the facts. Another is, who’s open to learning them? The sad fact of the matter is, some people prefer having dust thrown in their eyes. They refuse to accept truths, because these truths interfere with their world view. And this doesn’t just apply to politics. It’s an attitude we often encounter on the work floor as well. Now, what does that mean to your organization?
Truth versus pride
Here’s what tends to get in the way of success: pride. Suppose you’re a contact center (branch) manager who works really hard to meet agreed-upon targets. You do your utmost best to reduce queue waiting times and achieve customer satisfaction. Day after day, you watch your employees put their best foot forward while handling questions and complaints that are often complex. It’s not uncommon for you to work overtime, because you care. And that’s why you’re convinced you’re doing a good job. Simple as that.
But then, the reports start rolling in. You see the statistics presented as facts. You break out in a sweat. Things are not looking good, any way you slice it. You grab the phone to talk to a higher-up, because this is wrong. It must be. Yet the higher-up tells you the reports are correct, proving it with hard-and-fast facts. Data doesn’t lie, they say. And deep down, you know it’s true. But admitting it feels like confessing to failure, and you’re too proud to do that.
Don’t play catch-up
The contact center (branch) manager’s denial of the facts is understandable, but it obstructs growth. An organization can only improve if employees are willing to adjust when things threaten to go awry. But here’s the problem: they’re often told things have gone wrong. By then, it’s already too late — which is frustrating, because at that point, they can’t do anything about it.
If you want contact center managers and agents to improve and flourish — if you want them to avoid rather than solve issues — you need to provide them with topical, actionable knowledge and insights, so they’re able to adjust where necessary. Give them the facts in real time, and they will be much more willing to contribute to your organizational goals. If you help them grow, they’ll reciprocate the effort!
Want to explore your information sharing strategy? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and discuss your Visual Management opportunities.