19 min
How To Create An Award-Winning Contact Centre With Servant Leadership - with Emma Riordan Secrets To Contact Center Success
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- Management
Emma Riordan is the Customer Care Manager at Econowaste.
Prior to her current role, she was with Skinny, as the Head of Skinny Care. In her time there, the contact centre won numerous awards.
Today, she shares how to create an award-winning contact centre with servant leadership, based on her 23 years in the industry.
Emma’s Top 3 Tips:
Do real life. It’s essential to enable your people to manage their work-life balance. You’ll end up with agents who are more motivated, and have better conversations with customers (07:36).
Truly listen to what your people say, and treat it like a gift. Even though it’s not always a gift you want (14:45).
Make sure your people feel valued, and that their future is with you - even if it’s only an emotional attachment to your organisation (16:19).
You'll Learn:
The 3 standout experiences which formed Emma’s approach to leadership, one terrible, two great (01:33).
The ‘family first’ approach one of Emma’s past managers, that helped get the best from her team (04:03).
The 2 critical parts of servant leadership which enable your people to do their best (05:22).
The small things which make a world of difference for your agents (08:30).
How winning awards at Skinny was never the focus, but the by-product of putting their people first (09:52).
The wider relationships it’s essential to have within your organisation, so you’re always the first to know what’s going on, and ensure your people are kept front-and-centre of what other departments are doing (12:49).
Show notes: https://bravatrak.com/emma-riordan-podcast
Connect with Emma on LinkedIn: https://www.linkedin.com/in/emmalrio/
Follow me on LinkedIn, or connect with me on Facebook.
Emma Riordan is the Customer Care Manager at Econowaste.
Prior to her current role, she was with Skinny, as the Head of Skinny Care. In her time there, the contact centre won numerous awards.
Today, she shares how to create an award-winning contact centre with servant leadership, based on her 23 years in the industry.
Emma’s Top 3 Tips:
Do real life. It’s essential to enable your people to manage their work-life balance. You’ll end up with agents who are more motivated, and have better conversations with customers (07:36).
Truly listen to what your people say, and treat it like a gift. Even though it’s not always a gift you want (14:45).
Make sure your people feel valued, and that their future is with you - even if it’s only an emotional attachment to your organisation (16:19).
You'll Learn:
The 3 standout experiences which formed Emma’s approach to leadership, one terrible, two great (01:33).
The ‘family first’ approach one of Emma’s past managers, that helped get the best from her team (04:03).
The 2 critical parts of servant leadership which enable your people to do their best (05:22).
The small things which make a world of difference for your agents (08:30).
How winning awards at Skinny was never the focus, but the by-product of putting their people first (09:52).
The wider relationships it’s essential to have within your organisation, so you’re always the first to know what’s going on, and ensure your people are kept front-and-centre of what other departments are doing (12:49).
Show notes: https://bravatrak.com/emma-riordan-podcast
Connect with Emma on LinkedIn: https://www.linkedin.com/in/emmalrio/
Follow me on LinkedIn, or connect with me on Facebook.
19 min