Team meetings are regularly scheduled, compulsory gatherings of the contact center team that usually last at least an hour. They are often perceived as being drab and boring - or they become the hurried huddle where a manager or supervisor hastens to push out information, and then rushes the staff back to their cubicles. Although regularly scheduled team meetings are tough to schedule, they also provide enormous benefit to the center and bond colleagues to each other.
Expert research shows that for team meetings to be successful, they need to be well-planned and structured. A well-balanced and structured approach to team meetings avoids them becoming either elaborate agent gripe sessions, or supervisor “dump sessions” where agents become overwhelmed with too much information. Here are some suggestions that will help your team meetings be more successful:
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