Tag: Asia Pacific

Leaders Talk: How to Be a Strong Leaders in Contact Center

July 23, 2021 – Contact Center Associations of Asia Pacific (CC-APAC) present Leaders Talk discussion by the theme “Millennial Leaders in Contact Center”. CC-APAC invited professional speakers to the Asia Pacific contact center.

One of the speakers is Lily Shen, Senior Vice President of HSBC Global Contact Center Shared Operation, China Region. Lily began the discussion with her explanation about the working style of millennial leaders. Lily Shen said that about 70% of employees in her company are young employees. She also explained that the working style of millennials, in general, is quite adequate, attractive, and dynamic.

In addition, Lily also shared what she and her team focus on for millennials. The focus consist of nine future skills: curiosity, creativity, connectivity, customer engagement, human development, communication impact, transformation change, resilience, and growth.

Lily also shared three tips about how to become a strong leader in contact center. If millennials decide to progress in the contact center, they must know it is a very challenging but meaningful business. It is emotional, needs a lot of connectivity, and the human touch is precious in business. Contact center has a crucial role in all kind of business, especially in this covid situation. Therefore, the first tip to be a strong leader is to add or link the purpose of contact center with the individual, then they will find a way to learn and also to grow.

The second tip, Lily knows that millennials focus more on instant return. We can challenge them to understand the efficient looking, especially the future trend of digital interaction that is linked with the human touch. This challenge makes them know how far they can understand that they focus and how far they can progress their careers.

Last but not least, do not just learn from the senior. Millennial leaders must build their own leadership style and branding. Be yourself and show respect to people. Lily also shared that diversity is a strength and a core value in contact center. The customers are diversified and we are all diversified, so build your own leadership style and then it would be great. (ANF)

Leaders Talk: Create a Better Workplace for The Future with Millennial Leaders

July 23, 2021 – The second Leaders Talk organized by Contact Center Associations of Asia Pacific (CC-APAC) discussed “Millennial Leaders in Contact Center.” We invited four speakers, who are professionals from the Asia Pacific contact center.

One of the speakers is Joyce Poon, Vice President of CNCCA (China), Vice Chairlady of HKCCA (Hong Kong) & CEO of Equity Global Consultants Ltd.

Joyce said millennials are tech-savvy and are actively attached to the digital world, such as social media and gaming. Not only that, but they are also independent with a strong entrepreneurial mindset. Millennials show concern about the work environment with friendly teams, learning & development opportunities, and work-life balance.

She said that we should empower the millennials to be future-fit by building up their soft skills, such as empathy, collaboration, coaching, persuasion, creativity, adaptability, and more. We should offer learning opportunities for hard skills, such as artificial intelligence, data analytics, UX design, and even video production. They can be role models and leadership brands for contact centers.

Joyce also gave some tips for millennial leaders who are struggling in this pandemic situation. She said millennial leaders are very agile and resilient, and there are many opportunities for them to be involved in digital transformation. They can be the key enabler for digital success, and millennials can make a better work environment for future generations.

She wants to challenge millennial leaders to move from a “know-it-all” culture to a “learn-it-all” culture and nurture their “Growth Mindset.” As the Chinese proverb says, “Give a man a fish and you feed him for a day; teach a man to fish and you feed him for a lifetime.”  We need to nurture the culture in contact centers.

For millennials, you must take a chance, and Joyce hopes we can strive together to create a better workplace and a better experience for the next generation. She said that she feels grateful because we can do it together for the generation coming behind us. The last message to millennial leaders is: “you gain the upper hand and good luck in getting ready for a brighter future,” said Joyce. (ANF)

Leaders Talk: How to Deal with Millennial Leaders in Your Company

July 23, 2021 – Interactive discussion initiated by Contact Center Associations of Asia Pacific (CC-APAC), Leaders Talk: Millennial Leaders in Contact Center which invited four professional speakers in the Asia Pacific contact center.

One of the speakers, who is invited in this discussion, is Sarun Vejsupaporn. He is the President of Thai Contact Center Trade Association and the CEO of NICE Call Company. The company is engaged in telemarketing and healthcare industry.

He also shared stories about millennials in Thailand who are so brave and talk a lot.  He also has the key success to develop millennial leaders which are attitude, training, and incentives. With a good attitude, millennials will be easier to be trained so that they have good skills, then practice what they have thought. If they pass on the training, they will get what they want, such as incentives.

Sarun gave some tips about what you should do, if you have a lot of millennial leaders in the company.  First, treat them as friends regardless of what they have been achieved. Do not tell them that you are his or her boss, they will not listen to you. If you consider them as brothers or sisters, they will listen to you. The second tip is you should listen to them first before you tell them to do a job or do something. Do not give them orders, but it is better to give them the targets.

Third, let millennial leaders find their ways to achieve their own goals. Do not tell them, immediately, what they have to do. The fourth tip is support what they ask for and read some of their recommendations.

Next tip, give them more authority to supervise their team because that is what they want as a leader. They want to have the authority to control and get their team moving forward. The sixth one, give them reward or appreciation as soon as possible when they have done a great job or got success in achieving something.

One more tip from Sarun, millennial leaders are fast and aggressive. Therefore, you should keep them exciting, like a horse which will run faster when they feel ignitable. Then the last one is, if they are not the right one, do not try to change them because it will waste your time. (ANF)

Millennial Leaders in Contact Center

Contact Center Asia Pacific Leaders Talk

It is undeniable that the leadership transition with the presence of millennials in contact center operations. They were previously contact center agents and later became Team Leaders and even became Contact Center Managers. Rapid changes, lifestyles and work styles make this leadership transition affect the work environment of contact center services.

In principle, millennials prefer a group work approach to a power or tiered management style. One of the most important values that millennial leadership concerns about is their need to build relationships. Millennial leaders prefer to use a work group approach rather than an individualistic approach to achieve organizational goals and missions. Millennial leaders will discuss and seek their team’s opinion before making a big impact decision.

Millennials as leaders seek individual goals and fulfillment of needs with specific values. Family values, friendships and individual goals are key aspects of the millennial leadership style. Millennial leaders are embracing their employees working from home. Millennials will stay connected to the team, even when they work remotely. The availability of video communication becomes an important communication component when employees work away from their usual workplace. No wonder the intensity of communication via video and collaboration applications during work is becoming more common.

Join our monthly interactive Contact Center Asia Pacific Leaders Talk “Millennial Leaders in Contact Center, Friday, 23 July 2021, 13:30-15:30 Jakarta Time.”

Speakers : Sarun Vejsupaporn, Nice Call, Thailand (Direct Marketing), Joyce Poon, Equity Global Consultants, Hong Kong, Gratiano Yeoung, Roojai, Thailand (Insurance), Lily Shen, HSBC, China (Bank) and Moderator : Andi Anugrah, Telexindo Bizmart, Indonesia.