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Great teams provide the very best customer service

A strong sense of collaboration and community in a workplace can make the difference between an effective and efficient team and one that doesn’t meet its goals. Many leaders struggle with how to build the best teams they can and facilitate collaboration, especially given the uncertainty of recent times and the rapid change it can bring to the workplace.

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Here are three key ways that we promote great teamwork that leads to top-notch results:

1. Communication, communication, communication

Communicating well is the foundation of any good team. Communication means two things: speaking and listening.

Speak your mind openly and honestly, and encourage the rest of your team to do the same. Communicate your expectations clearly so that everyone is on the same page. At the same time, listen. Show that you are open to suggestions, concerns, and constructive criticism. Ask questions, and show that you care about the answers. Make it clear that you value the ideas of each member of your team. Make sure your teams are trained and provided with the tools to provide our clients the very best in customer service.

2. Establish some ground rules and aim for improvement over time

Rules don’t have to be restrictive. All groups have rules, whether spoken or unspoken. Make yours clear so that everyone understands them clearly and has a chance to offer suggestions. Norms and guidelines, even simple ones like “treat everyone with respect,” help pave a great team experience. Establish rules early, but be prepared to adapt if they don’t work out. Encourage employees to find innovative ways to refine processes.

3. Be clear about the team’s purpose and goals and reward those who meet them

If the team doesn’t understand the “why” of their work, they have less reason to be motivated, attentive, and enthusiastic. Make sure you and the rest of the team know your long-term goals, the purpose of those goals, and how your current tasks (not to mention each team member’s contributions) fit into that big picture. This will increase motivation among your team members and gives you a clear way to evaluate the progress you all are making both collectively and individually.

With these three steps in mind, your company will be on its way to excellent customer service and effective call center training and management.


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