From the course: Leading a Customer Service Team
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Skip-level meetings
(upbeat techno music) - [Narrator] Although it is the primary role of the managers and supervisors to build a relationship with frontline employees, a good leader knows that skip level meetings can influence the performance and the culture of a contact center team. In this lesson, I want to give you a few options for skip level meetings that you can prioritize and add to your calendar. Let's start by discussing side-by-sides. Side-by-sides or ride-alongs is an old but effective method used to observe the work of your frontline staff. By physically sitting down beside your employee, you achieve a dual purpose. You connect with the rep in their environment, while you elevate the level of work because of your presence. You can even sit with one employee and connect with the other employees in their immediate environment! This interaction can be as formal as an official quality assessment, or as simple as taking a…
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