I'd like to see a "battle of the bosses" (lip service)... where as the managers battle each other in Lip Service as to who has the best TEAM action... the agents give them reasons to BRAG on us regarding all aspects of the core values we promote separately and together. The more team action the better the bragging in Lip Service.
Agents pull together in cross covering for each other, vacations or emergency/busy times... proof read for each other, correct mistakes so we look good as a team/office without letting typos, spelling errors get to the customer's office, inform the agent but not the manager. Staff with more experience "mentor" staff with less knowledge of the accounts. Back each other up on times of more waits just to take care of each other rather than being asked to stay on longer. Learn from each other and teach each other the best habits of service. Managers should get points the more bragging they can do and double points when itinvolves 3 or more agents. More than just skills met in monitoring, did the agent use integrity to accomadate the caller, customer, or answering service? Did the agent help the caller beyond just taking a message? (i.e. one of our agents, Belinda, was on a medical call 20 mins but calmed a suicidal caller) Do the agents take care of each other? The more you do for someone else without expecting anything in return, they will do for you or at least be willing to. That's what we need to build, that willingness or trust that we have each other's backs. It's a job, but this job allows us to do service for others,coworkers, callers, customers, and managers.
It's fun and takes care of each other. This agent would cover hours for that to happen for my managers or head up the party for the agents to give the spa treatment.
Enjoy each other as much as possible. Life is too short and callers can do enough complaining. Giggles. ==Trish in Reston