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)