October 15, 2021 – Interactive discussion initiated by Contact Center Associations of Asia Pacific (CC-APAC), Leaders Talk: Young Leaders in Contact Center, which invited three professional speakers in the Asia Pacific contact center.
One of the speakers who is invited to this discussion is Somruedee Songsoengrit. She is the Distribution Manager in Roojai, Thailand. The company is engaged in insurance. Somruedee said that the young leader’s generation is changing very fast. That becomes a challenge for her to follow them. The impact is a consistently changing environment. It means one situation maybe work one way, but on the other hand, maybe can bring another huge problem. Then, Somruedee said, “And how do we do that? How do I develop my capabilities?”
She also said that to lead the contact center you will have to prepare yourself for that change. You must be ready, be positive, and also dealing with change, whatever it comes, and then we will use our skill set for any experience that we have learned from the past and apply it. And to develop skills, Somruedee does from learning and practicing. She said that when she is learning, she is knowing, and then do coaching, especially when she led a contact center team.
Somruedee said to manage and communicate with older teams or generations, we should make a relationship with them. We should talk to them to understand them more because we need to spend time with this kind of generation more than the young leaders and the young generation. We should learn together and then, if we understand them for sure, we can work together with them. Team bonding is important.
Somruedee also shares tips about how to be a good leader for the young leader, especially women, millennials, and the older generation. She said that every day we have learned new things from day-to-day routine. That those lessons we have learned in the day-to-day operations. Even if we are not at work, or our house, or outside the work, it can be helpful to enhance our development skills, especially communication which is very important nowadays. Then, do not stop learning. (ANF)