key topics

summary

In this episode, Bob Furniss and Amas Tenumah explore the roles and goals of supervisors in contact centers, emphasizing coaching, relationship-building, and strategic management. They share practical tips for setting goals, managing time, and developing future leaders.

Goals and metrics for supervisors

Time management and coaching focus

Building relationships with team and leadership

Mentoring future leaders in contact centers

Strategic management at the director level

sound bites

"Make people think for themselves"

"Be the evangelist for your contact center"

"Spend time in books and learning"

Chapters

00:00 Introduction to Remote Supervision Challenges

02:24 Setting Goals as a Supervisor

05:05 Coaching and Development Focus

07:47 Managing Up: Supervisor and Manager Dynamics

10:46 Building Relationships with Management

13:16 Transitioning to Managerial Goals

15:56 Efficiency vs. Effectiveness in Management

18:38 The Importance of Relationships in Leadership

21:22 Continuous Learning and Development

summary

This episode features a deep dive into contact center KPIs, exploring their flaws and how to measure customer experience effectively. Hosts Amas Tenumah and Bob Furness challenge industry norms and share practical insights for improving contact center performance.

key topics

Flaws in common KPIs like FCR, Service Level, NPS
The importance of standardized measurement
How to interpret and act on KPI data
Practical tips for contact center improvement

resources

Contact Center Metrics Best Practices - https://example.com/contact-center-metrics
Net Promoter Score (NPS) Explained - https://example.com/nps-explained
Standardizing Contact Center KPIs - https://example.com/kpi-standardization

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss the complexities of performance management, particularly focusing on forced distribution and its implications on employee evaluation and coaching. They explore alternative approaches to performance evaluation that prioritize individual performance over comparative scoring, emphasizing the importance of quality conversations in coaching. The discussion highlights the detrimental effects of scoring systems on employee morale and the need for a shift in focus towards meaningful feedback and development.

Forced distribution can hinder team dynamics and employee morale.
Performance should be evaluated based on individual contributions, not relative rankings.
Coaching conversations should focus on quality and empathy rather than scores.
Removing scores from evaluations can lead to more productive discussions.
HR policies often prioritize consistency over individual performance nuances.
Employees are aware of compensation disparities and may leverage offers from competitors.
Quality conversations can improve coaching outcomes significantly.
The focus should be on the overall experience rather than just numerical scores.
Feedback mechanisms should be separated from compensation discussions.
A shift in focus can lead to better employee engagement and performance.