As a leader, you are the model for the employees who follow you. For that reason, you must be a subject matter expert on your processes, with the ability and the courage to demonstrate what you expect of your people.

Decide exactly the behaviors you want from your team and communicate them relentlessly. You must have clarity on what you want your team to do on a daily basis and you need to ask for this constantly. Expect excellence! People rise to the level we expect, but they stop where we tolerate. Tolerate mediocrity, that’s what you’ll get.

You need to observe your agents in action so that you can quickly determine the key skill areas that will make the biggest impact on their performance. You also need to be able to show them how to do it and model the skills and behaviors that will help them improve their performance.

Group meetings are a fantastic opportunity to build skills, recognize performance, set goals and motivate your team. Conducted effectively, daily huddles or longer team meetings can be the cornerstone of a high-performance group.

To get the maximum performance from each person every day you need to create an environment where every customer interaction counts. To do this you need to leverage all of your resources (scoreboards, recognition, contests, etc.) so that every day is important.