Call Center Management Featured Article
Why Teamwork Matters, and How It Works
Back in the ‘80s author Robert Fulghum famously came out with a book titled “All I Really Need to Know I Learned in Kindergarten.” I have to be honest, I never read it. But I understand the sentiment, and I’m sure you do too.
It’s all about the importance and benefits of being kind, being curious, being able to work as part of a team, and all that good stuff.
That last bit – about working as a team – is really important. It’s why so many of us get our kids involved with sports, the school marching band, volunteer organizations, and artist guilds. It’s why businesses are adopting open workspaces, installing huddle rooms, and investing in collaboration technology.
These groups, settings, and technologies encourage us to work together. And that teaches us how to coexist, learn from our differences, and benefit from the combination of our unique talents.
Of course, physical and virtual spaces are just part of what puts the work in teamwork. Teams also need to understand what goals they’re trying to accomplish and why. And they need to know what they can do, and what they need help with.
That’s why the idea of ecosystems has become so important. Because ecosystems bring together a variety of companies with different specializations. And it’s why many organizations are now looking to break down the silos between their call centers and contact centers, and their other departments. So center agents can reach out to experts in other parts of the enterprise to solve problems and provide better customer experiences.
“There is no greater weapon in a company's arsenal than a great team,” writes Tim Zimmer, an associate consultant at Manhattan Strategy Group. “When firing on all cylinders, effective teams have the ability to increase efficiency by taking on more complex tasks (think two heads are better than one), improve communication by facilitating open discussion and cooperation among team members, maximize output by leveraging each team member's strengths, provide opportunities for personal growth, and act as a support mechanism for staff.
“Unsurprisingly, teamwork at the workplace has also shown to increase innovation and creativity by allowing team members to bring unique and distinct perspectives to the table,” Zimmer adds. “When leveraged, effective teamwork drives company growth and boosts performance and success by tapping into each individual's unique strengths and attributes.”