Vicki Brackett has been leading both virtual/work-at-home and brick-and-mortar contact centers for over twenty years. In 2001, after managing her first virtual contact center, Vicki realized that different leadership strategies and tools were needed for the at-home environment.
In this video clip from a recent member Town Hall, Vicki explains three strategies that will help you reengineer your leadership skillset –
– First, how to utilize the brick-and-mortar feeling inside the virtual environment by understanding what agents and supervisors need
– Second, how to get positive communication to go viral so that agents are excited and don’t participating in the “gossip” that can be rampant and uncontrollable in an at-home environment
– And third, Vicki’s proven strategy of “managing upside down” that will have your agents excited to come to work and to self-engage themselves and their teams—all while driving results!
These strategies help keep supervisors, assistant center managers, and contact center managers off the hamster wheel of trying to launch the latest and greatest gamification program, agent incentive, or daily agent drawing for a Starbucks card, which can be exhausting.
In June of this year, Vicki released the second edition of her book, The Leadership Toolbox – Manage Less Achieve More, which is her strategic playbook for moving contact centers forward. Showcasing over 50 case studies and stories, these tools demonstrate the “how to” of reengineering your leadership skillsets for the virtual/work-at-home environment so that your organization can thrive with off-the-charts performance.
