Leadership for the New Workforce

From the desk of Dr. WFO:

On August 3-4, I had the opportunity to participate with a number of great organizations at the CCNG Executive Summit in Fort Worth, TX.  Several organizations were represented at the event including: Neat, Kohl’s, HSN, Essilor, Hilton, CareerBuilder, Chase, Texas Workforce Commission, Wells Fargo, Kroger, OpenSpan, InContact, Five9, T Rowe Price, Uhaul, Intradiem, McKesson, Aspect and Ucare.

During the two days, we had great open discussion covering various topics impacting the customer experience. I was impressed that the organizations were willing to share their knowledge, passion and dedication in serving their employees and their customers.

One of the topics discussed was the value of leadership. As the mature workforce retires and the Millennials and the Gen-Z continue to contribute to the workplace, it is important that leaders continue to evolve by growing and learning the necessary skills to motivate the new workforce.

In my career, I have had the opportunity to work with all types of leaders and want to provide my thoughts on the characteristics of a great leader:

• Clear and concise communication
• Active listening
• Decisive
• Transparent
• Sympathetic and empathetic
• Ownership
• Accountable
• Motivated
• Other-centered
• Authentic

In upcoming blogs, I will provide detail to each of these characteristics, so stay tuned.

If you are not currently a member of CCNG or haven’t attended a regional CCNG event, I highly encourage and recommend making the time. Have your supervisors, team leaders, managers, and even individual contributors from your contact center attend the regional events. Developing your employees and future leaders is well worth the investment. If you want to learn more or view upcoming CCNG events, visit their website.

Until next time…

CCNG Member Blogger: Roger Lee, HP Software

2 thoughts on “Leadership for the New Workforce”

  1. Roger,

    Great list of leadership characteristics — I can’t argue with any of them.

    I think great leaders are also energetic, humble, and action-oriented.

    Above all, great leaders must have high character. While on any given day a leader may not have energy, may not listen well, and may not be motivated, a leader may not have a lapse in character. A great leader can easily recover from a bad-listening or bad-communication day, but a lapse in character will do great damage to a leader’s overall image and effectiveness.

    Thanks for your list and I look forward to reading your future posts.

  2. Thank you Roger for your insight into the CCNG Executive Summit and for encouraging other to join the conversation at our regional events!

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