The Importance of Empathy and Leadership

We must take into consideration that there might be some outside factors that are happening that are not work related that may affect their performance. And so these individuals are taking care of their families and have very large responsibilities. And it's not saying you give someone 100 chances. They have to follow the labor laws. But there are certain ways to reset somebody, to allow them a quick timeout, or find ways to recharge their batteries so they can conquer any sort of challenges that they may have outside the office. So that's where my empathy goes. As an owner, you have leverage. You can hire, fire, or make, or break. I choose the former. It's very important to keep momentum and add wind in people's sails. Adding wind in people's sails. I really like that statement and that sentiment because that's really what you want to do. You want to propel them and give them strength, give them an ability to move forward, literally and figuratively, I guess. I'm just thinking, too, your words... strike a little bit deeper, I think, for all of us after the last few years, like who whom among us hasn't needed a moment in the last few years with the pandemic and with all of the craziness in the world right now. If you haven't, you're in the vast minority. \ Data Leadership Lessons Podcast. Call Center Success Secrets with Richard Blank – Episode 92 The "Data Leadership for Everyone" podcast is an audio advice column for all your data and leadership questions! In today's world, everyone needs to harness the power of data. There's a lot involved in making that happen, and we're here to make it all a little bit easier. Data is everywhere in our businesses, and it takes a lot of work to make the most of it. We bring you the people, stories, and lessons to help you become a Data Leader. You'll be amazed at just how many different paths Data Leadership can take! Algmin Data Leadership Podcast. Anthony Algmin is an experienced Chief Data Officer (CDO), the author of the first published book on data leadership, and a dynamic keynote speaker and trainer of data strategy and management topics. With expertise drawn from multiple industries, Anthony is currently the Convergence Platform Program Lead for AbbVie, where he leads the building of a data and knowledge platform transforming how AbbVie R&D discovers and develops new medicines. Anthony's passion is transforming organizations with data and technology, applying them in pragmatic ways to create real business value. He has been a senior leader in several industries in roles as an employee, consultant, and entrepreneur. Anthony is also the founder of the data leadership advocacy organization, Algmin Data Leadership (Algmin.com), and was the host of the Data Leadership Lessons Podcast from 2020-2022 with 100 episodes of data thought leadership. Arcade Addiction Confession There's no shame And I'm willing to admit that I have a serious addiction. And if somebody knows a professional to help me, have them give me a call. Because at this moment, I'm going to keep buying these machines. Arcade Addiction Confession There's no shame And I'm willing to admit that I have a serious addiction. And if somebody knows a professional to help me, have them give me a call. Because at this moment, I'm going to keep buying these machines. Building Customer Relationships Through Positive Escalation Even if it costs you a little bit more by making an airline reservation or that you know you have to stay online because of a queue that could keep you on hold for 20 minutes, it might pacify you. And so my suggestion for companies is to give people options because like myself, I'm old school. I'd like to build a relationship with someone at your organization. I'd like to have someone understand my account so I don't have to repeat it all the time. and potentially get a first call resolution. And when you're speaking with companies, the greatest thing you could ever do, Anthony, is give a positive escalation. If I have a great experience with a gatekeeper before being transferred to you, I will mention it verbally, and I'll also do it in writing. So if I happen to call your company back, this individual will thank me for that compliment, add steam in my momentum, and potentially give me more company culture that I could use when I speak with you again. So it's not like trying to be clever or finding ways in order to manipulate a conversation. These are the sort of things that you and I grew up with, raised by our parents and grandparents, by just showing active listening and engagement and being sincerely interested in the well-being of the client. Communication Strategies in Call Centers really it all depends on the needs of the client what i ask for a couple things transparency to give us all the resources and to respect and understand our local labor laws but you were mentioning non-voice support and i think that's okay in some instances but today a lot of companies are gravitating towards that post covid so it makes it a little more challenging for the outbound prospecting agents to have higher contact ratios But still, we're capable of doing some additional due diligence on a website or a LinkedIn profile to custom make a voicemail, an email, or potentially when you speak to somebody showing that you actually have some active interest. One of the disadvantages you have of only having that sort of non-voice communication is that, A, you are not able to upsell a client, you may not be able to retain them, get a referral, or in the best and worst case scenario, get an exit interview. Some feedback on areas in which you and I may improve or what our competition had done in order to earn their business. And don't tell me that when you're frustrated, all you're doing is pressing zero and saying, I want to speak with somebody. Even if it costs you a little bit more by making an airline reservation or that you know you have to stay online because of a queue that could keep you on hold for 20 minutes, it might pacify you. Pinball Leadership So as much as Jeff Bezos has thousands of agents here and I compete against Amazon, the one thing I know I did is I play pinball with my people. So that just might separate me from these titans. Reviving the Art of Customer Service Multiple areas of improvement. I believe that people should be more active listening when speaking with clients so we can ask for clarification and edification to ensure mutual understanding. I also believe in due diligence. Nobody's really taking the time to get to know somebody. They're just grinding out the calls. They're probably going to call you sir and not take the time to call you Anthony. And also, I guess people become complacent when they're doing something for so long and they don't have any fidelity. They don't love it anymore. They lost the sort of spark that got them into that in the first place.