Personal Development Archives - Aaron Johnson Site

12 Ways to Motivate and Keep Your High-Performing Employees Engaged

Jomer Gregorio on January 15, 2025

The success of any organization is built on the commitment and engagement of its high-performing employees, who are the driving force behind innovation and growth. To motivate and retain these individuals, organizations need more than competitive salaries.

Keep Your High-Performing Employees Engaged by rewarding them

A strategic approach is required—one that focuses on continuous motivation, recognition, and professional development.

Below are practical strategies that help foster long-term engagement and retention of high-performing employees:

1. Offer Meaningful Work

Top performers seek challenges that align with their skills and aspirations. Assigning projects that require problem-solving and creativity not only keeps them engaged but also reinforces their sense of purpose within the organization.

2. Provide Growth Opportunities

Stagnation leads to disengagement. Establishing career development plans, mentorship programs, and training opportunities encourages employees to expand their skill sets and remain committed.

3. Recognize and Reward Achievements

Recognition fosters motivation. Publicly acknowledging accomplishments through awards, incentives, or personal appreciation reinforces their value within the organization.

Statistics from Zippia show that 37% of employees consider recognition the most important factor in the workplace, emphasizing the significance of appreciating their efforts.

4. Encourage Autonomy

Micromanagement stifles engagement. Trusting employees to make decisions and giving them the freedom to manage tasks independently enhances job satisfaction and accountability.

5. Foster Open Communication

A culture of transparency allows employees to voice concerns, share ideas, and contribute to company goals. Regular check-ins, feedback sessions, and open-door policies strengthen trust and alignment.

6. Ensure Competitive Compensation and Benefits

While salary matters, benefits such as health coverage, flexible work arrangements, and performance-based bonuses contribute to long-term engagement.

7. Promote Work-Life Balance

Burnout reduces productivity. Encouraging breaks, respecting boundaries, and offering remote or hybrid work arrangements support well-being without compromising efficiency. Managing remote workforce effectively includes clear expectations, regular touchpoints, and access to necessary tools.

8. Cultivate a Positive Workplace Culture

A workplace where employees feel respected, heard, and supported enhances morale. Fostering inclusivity, celebrating diversity, and maintaining a supportive environment create a culture where high performers thrive.

9. Provide Clear Career Progression Paths

Lack of advancement opportunities leads to disengagement. Defining specific criteria for promotions, offering role-based progression plans, and providing visibility into leadership tracks help employees understand their potential growth within the organization. Employees stay engaged when they see a clear and attainable future in the company.

10. Align Roles with Company Vision

Employees who see their contributions making an impact remain engaged. Regularly communicating how their work supports company goals strengthens purpose and motivation. Workforce management strategies should include aligning individual objectives with organizational success.

11. Support Employee Well-Being

Providing wellness programs, mental health resources, and fitness incentives enhances overall satisfaction. A focus on health reduces stress and increases engagement. Healthy employees perform better and contribute more effectively.

12. Celebrate Milestones and Successes

Recognizing anniversaries, promotions, and project completions enhances satisfaction and strengthens commitment. Celebrating achievements creates a sense of belonging. Acknowledging progress maintains motivation and enthusiasm.

Keeping Top Talent Engaged for Lasting Success

When employees feel valued, they are 87% less likely to leave. Understanding how to motivate and keep your high-performing employees engaged is essential for maintaining a productive and committed workforce. A proactive approach that nurtures motivation, growth, and job satisfaction ensures that top talent stays invested in their roles.

At Call Design, we help organizations strengthen workforce management by implementing strategies that keep high-performing employees engaged. Our expertise ensures that businesses create an environment where talent thrives.

Why Interviewing for Internal Roles May Be the Key to Your Next Career Move

Call Design on November 30, 2023

In many organizations, people are promoted because they’ve been in a role for a while, and they know the right buttons to push or the right people to work with. And I think that’s a problem.

Don’t get me wrong, I think internal promotion and giving people a career path is fantastic! Study after study has shown how important professional development and career growth are to retaining talent, especially younger generations. The point isn’t to say we should stop promoting people internally, but I think that people should be interviewed, even internally, when receiving a promotion.

I can hear your comments now. “I shouldn’t have to interview for a position I’ve already earned” … “Interviewing for a promotion is just an extra hoop to jump through” … “I hate interviewing! If they make me interview, I’m going to tank and lose out on this opportunity.” I get it and I think your concerns are valid and should be considered as these processes and policies are implemented. But what you don’t realize is that the organization is doing you a disservice by not interviewing you for the role. Hear me out.

In my role, I’ve had an opportunity to help people move from one organization to another. Whether that’s hiring them into my team or coaching them through their job search process. One of the biggest challenges I’ve seen from people is their inability to articulate their value in an interview. “Why should we hire you.” It’s a common enough question but so many people swing-and-miss on this question and it’s such a critical answer for you to nail!

I’ve heard plenty of people mention how they are self-starters, self-learners, quick learners, self-motivated, team players, great communicators, etc, etc. These are likely all true and possibly valuable. However, why would I hire you, a self-starter who loves to collaborate, over someone else that expresses the same thing? There needs to be more definition, a finer point, or a better way to communicate your value.

And here is where interviewing for internal roles comes in.

When organizations interview for internal roles, it gives you the opportunity to practice articulating the “why me” answer. It gives you the chance to self-assess and look for the core nuggets of why you’ve been successful and then how to articulate that to other people.

There will be a temptation to simply point toward the projects you’ve run well or the team that has grown under you. The problem is that those examples don’t get to the core of your value add. Great, you ran a project well, but what was it about your skillset and unique ability that allowed you to do that? You’ve got to dig deeper and articulate something specific and unique.

So how do we do this and what does it look like? I’m so glad you asked!

You think you work well in team environments and that is a reason someone should promote you or possibly hire you. But when is that true and when has it not been true? Do you work best when teams are made up of certain people or in certain environments? So you refine your answer to “I’m a great team player with people who love to dream and cast vision”, but why is that true? What is it about working with them that you enjoy and that makes you so valuable in that environment? You refine further. “I love working in a team environment with people that cast vision and dream well because I don’t do those things well.” We’re getting closer but we don’t want to end on a negative. Plus, we need to go one level deeper. So instead of saying “I’m a great team player” you can say “I work well in team environments with individuals that cast vision well. I’ve found that my skill is in taking someone else’s vision and making it a reality. I love refining and executing big picture thinking and I work well in environments that include that.” You don’t just work well in team environments, you’re an executor and refiner!

For myself, I could just say “I’m curious and I like to ask questions”, and that might be a bit unique but it’s far short of what it could be. My answer is “I’m incredibly curious and love to ask questions. I’m very comfortable being the dumbest person in the room and asking the questions that everyone thinks but no one wants to ask. My questions typically help teams investigate assumptions and norms to ensure everyone is aligned and on the same page before moving forward. Simply put, you should hire me because my curiosity can help your organization improve communication and move faster by uncovering the unanswered questions.”

This type of self-assessment and ability to articulate your unique value can lead to greater confidence and impact, even in your current organization. When you don’t interview for internal roles and promotions you miss out on the opportunity to assess why you’ve been successful, find a way to articulate that and practice your answer well before trying to land that dream job, possibly at another organization.

Whether you’ve been with an organization for 2 years or 20 years, do yourself a favor and practice your answer to “Why should I hire you”, your next career move may just depend upon it!

At Call Design we believe that employees have the right to be happy, engaged, fulfilled, and aligned at work. Part of finding fulfillment at work includes knowing what you’re good at and what you love to work on. If you’d like help discovering your unique skills or being able to articulate them, please reach out and let us know. One of our coaches would love to work with you and help you find fulfillment at work!

Celebrating Our Great Place to Work Certification

Call Design on October 18, 2023

We are thrilled to announce that Call Design North America (CDNA) has achieved Great Place to Work certification! This certification shows our commitment to great employee experience and our dedication to creating a nurturing work environment. We’re excited to share why working with Call Design is so rewarding for employees and customers.

What is the Great Place to Work program?

It’s a global program that recognizes companies that have outstanding workplace cultures. The program measures things like employee satisfaction, leadership, and other factors that make a workplace great. There are two main types of criteria that are used to evaluate companies for the Great Place to Work certification. The first is what’s called “quantitative criteria”, which are things like surveys of employees and other data. The second type of criteria is called “qualitative criteria”, which is more subjective and involves interviews and observations of company culture.

To get certified, a company needs to meet both quantitative and qualitative criteria. Companies that are certified by Great Place to Work are considered to be great places to work, and this can be a huge benefit for attracting and retaining talent. It can also improve productivity and profitability.

Setting Expectations and Providing Guidance

At CDNA, we understand that constructive guidance, coupled with constructive criticism, is essential for personal and professional growth. We take pride in maintaining open lines of communication with our team. Our employees always have a guiding hand and a source of inspiration to help them navigate their career journeys.

In fact, we believe that clear expectations and regular feedback are the building blocks of any thriving workplace. Our approach ensures that every team member understands their role and how it contributes to our shared goals. We’ve seen firsthand how setting clear expectations fosters personal accountability and empowers our employees to excel.

Work-Life Balance is a Major Priority

We acknowledge that achieving work-life balance is crucial for the overall well-being of our employees. In fact, our commitment to providing a supportive work environment goes beyond just offering flexible scheduling options. We’re dedicated to ensuring that our team members can enjoy the best of both worlds, both personally and professionally.

In a recent survey, when asked about work-life balance, one of our employees stated, “I really appreciate CDNA’s schedule flexibility—work-life balance is extremely important to me and my family.”

Call Design North America strongly believes that when employees can maintain this balance, it contributes to their overall well-being, ensuring they can be at their best in both realms. It’s all about ensuring that our employees are happy, engaged, fulfilled, and aligned at work (HEFA).

Empowering Our Team Through Learning

The world is evolving at an unprecedented pace, with new technologies and tools reshaping the workplace. At CDNA, we’ve made it our mission to ensure that our employees remain at the forefront of industry trends. We are committed to investing in their growth and development, particularly in emerging fields such as Artificial Intelligence (AI).

Our dedication to continuous learning and skill-building creates viable career paths within our organization. We take pride in providing opportunities for advancement, recognizing that our team members’ success is intertwined with the growth of our company.

In a recent interview, one of our employees shared, “I really like the emphasis on professional development. It’s a big part of my objectives.”

Leadership That Cares

What truly sets us apart is our exceptional leadership. Our leaders have created an environment where people feel safe and cared for. This leadership ensures that CDNA is not just a place to work but a place to thrive.

Our CEO, Michelle Gaffney, embodies this caring culture. In a recent interview, she explained, “Call Design believes that people are an organization’s most strategic asset, and every one of them deserves to be happy, fulfilled and aligned at work. This belief drives our work and behaviors with customers, and enables us to balance customer satisfaction, employee well-being, and operational efficiency.”

Supporting Non-Profits

In the past year, we have gone above and beyond to care for not only our employees but also our community. During an in-person team meeting in March, we organized a heartwarming initiative where our team members wrote over 20 letters for seniors in the Nashville area. These letters were presented to the Greater Nashville Regional Council, contributing to their broader letter-writing campaign during the month.

In May, we not only sponsored the ContactNB conference and trade show but also played a vital role in helping the event raise over $2000 for local food pantries. This commitment to community support showcases our dedication to making a positive impact.

We are deeply committed to charitable causes, including our support for the Multiple Sclerosis Society. One of our employees, Nate, participates in the annual Bike Jack and Back bike ride to support the MS society, and we consistently support his fundraising efforts. Additionally, at conferences and trade shows, we encourage attendees to submit forms through QR codes, with each form submission resulting in a donation to both the Multiple Sclerosis Society and Thistle Farms in Nashville.

Consulting Services for Our Customers

Our journey towards becoming a Great Place to Work has equipped us with invaluable insights that we now extend to our customers. We understand that many companies might still be on their journey to creating a great place to work. That’s where our experience and knowledge can make a significant difference.

We offer comprehensive consulting services that delve into effective hiring strategies, techniques for interviewing and selecting the right candidates for workforce management teams and building winning Workforce Management (WFM) teams. Our expertise in creating an exceptional workplace is now available to help other companies on their path to success. Find out more about how CDNA can help you build a thriving WFM team that can help build a foundation for your own Great Place To Work! Contact us by clicking here!

For Call Design North America, achieving certification as a Great Place to Work is a milestone that signifies our commitment to our employees, our nurturing work environment, and our aspiration to be an industry leader. It serves as a reminder that the most successful companies are deeply invested in the success and well-being of their people. We look forward to continuing our journey of excellence and empowerment, setting new standards for the workplace and for our industry.

Mastering Self-Care: A Guide for WFM Leaders in Enhancing Productivity and Well-being

Call Design on August 2, 2023

In the previous blog, I talked about the importance of self-care and why WFM leaders should care about it, but I didn’t give you any tips on how to execute self-care. Well in this article, we will explore practical ways to enhance your self-care practices, from confidently saying “no” and setting boundaries, to caring for your physical, mental, and emotional needs. By incorporating these strategies into your work routine, you can cultivate assertiveness, focus, and emotional resilience, enabling you to excel in your professional journey. So what are some ways you can practice self-care?

Start by getting comfortable with saying no at work.

You can always start with “yes, if” instead of “no”. When someone comes to you with a request that you can’t accomplish tell them “Yes, I can do this if you…”. So instead of saying “No, we don’t have the resources to complete this project” you can say “Yes, we can take this on if you can get me more resources for my team.” It’s a step in the right direction and might be easier for people that feel “no” is too confrontational.

Being able to say “no” at work helps you build your assertiveness. This ability is necessary for you to be able to stand up for yourself and negotiate, which will be critical for your ability to grab that next promotion or pay increase.

Being able to say “no” is also going to require you to get closer to your boss. If you’re going to start pushing back on people and saying that something can’t be done, then you need to make sure you’re aligned with your boss. The last thing your boss wants is people coming to them saying that you’re telling them “no” for something your boss wants done. Your ability to say “no” and be right about it is dependent upon how well you understand your boss’s direction and priorities.

Get comfortable setting boundaries at work.

Setting boundaries at work helps you build your self-advocating muscle. When you don’t value your time, ability, or effort, then no one will. Setting boundaries helps you speak to the value of your time and ability. This skill is imperative to any professional growth and development.

Setting boundaries allows you to focus on the most important project. Without boundaries we’re often lost in the latest craze or trying to put out the most recent fire. Contact centers will always have chaos and fires, so you’ve got to rein in your focus on what’s the most important thing. Without boundaries, you’re likely to try and fix everything and quickly burn yourself out.

Self-care looks like taking care of your physical needs

Stretch and walk during breaks. This means that you actually have to take breaks from work. This could easily look like only scheduling meetings for 45-55 minutes, making sure you always have a few minutes to move between meetings.

Multi-task work and your physical activity. Take some meetings on your phone while you walk around your neighborhood. Sign up for a webinar and listen to it while you go on a run. Find a way to care for your body even as you continue to work hard.

You can care for your body at work by getting a comfortable working environment. This means finding the right chair, getting a desk that works for you, and making sure you have sunlight available. One of the worst things you can do to your body is sit in an uncomfortable chair, staring at a poorly positioned monitor, in a dark room, for hours on end. Self-care can be as simple as a standing desk and an open window.

Drink water! Make it a goal to finish a cup or two of water every hour. Not only is your body going to thank you for keeping it hydrated, but it will also give you a reason to get up from your desk more often for bio breaks.

Self-care looks like taking care of your mental needs

An important part of your mental needs is understanding where you get energy from, especially around people. If people can drain you of energy then make sure that you have time in your day to decompress and process the events. If people lift you up then make sure you have moments between projects to connect and build relationships.

Completing tasks can give you a hit of dopamine, so create to-do lists and make them simple. Instead of saying “Complete Project X” put it on your list to do 30 or 60 minutes of work. Instead of saying “Finish the blog” just put “Start writing the outline for the blog”. These smaller tasks, while not necessarily changing the work you have to get done, will mentally provide you with hits to keep going. A pro tip is to make a list of things that you’ve already done today. This is an easy way to remind yourself of how productive you’ve been. Get out of bed. Check! Brush teeth. Check! Put on clean clothes. Check! See how productive you’ve been?!

An important part of mentally caring for yourself at work is not working. Your brain needs breaks and often works better when given breaks. So, when you’re feeling exhausted or that you don’t have any more to give to a project, step away (ideally before exhaustion). Do anything other than work. Go on a walk. Eat some food. Mindless scroll on the internet. Self-care can sometimes look like just not working while you’re at work.

Self-care looks like caring care of your emotional needs

Practicing gratitude and tracking what we’re grateful for will position us emotionally better in the workplace. It’s easy to find the negative things in our environment, especially with the amount of chaos we have in the contact center. But practicing gratefulness will reorient our mindset and emotional state and allow us to be even more productive while at work.

Practicing kind self-talk is an easy one to roll our eyes at, but it also positions us to be more effective at work. When we are kind to ourselves we are more confident, assertive, and productive. Our emotional state improves and that allows us to lead and impact our workplace in more effective ways.

Prioritizing self-care as a WFM leader is not only essential for your personal well-being, but it also has a profound impact on your professional success and the overall culture of your organization. By implementing the practical self-care strategies we’ve explored, you can cultivate assertiveness, focus, and emotional resilience, positioning yourself as a confident and effective leader. Remember, self-care is an ongoing journey, and it requires continuous attention and commitment. If you’re seeking further guidance, tips, and ideas on self-care, WFM best practices, or fostering a human-centric company culture, don’t hesitate to reach out to Call Design. Our team of experts is here to support you in your quest for personal and professional growth. Together, let’s create a workplace where self-care and employee well-being are at the heart of success.

—Dan Smitley

Fostering Well-being: The Crucial Role of Self-Care for WFM Leaders

Call Design on July 26, 2023

As workforce management leaders we often live in a world of chaos and exhaustion. I know, such a cheerful way to start a blog. But the reality is that many of us are constantly staring burnout in the eyes. Whether it’s ourselves, our teams, or the agents we support, our environment is full of people pushing themselves to the limits and hoping they’ve got more gas in the tank. This is why the topic of self-care is incredibly important for WFM leaders, but all too often it’s something that we leave for the HR team to take care of. We assume that it has nothing to do with us or our ability to impact our contact centers. When in reality self-care is critical to our ability to grow personally, and professionally, and create an environment we want to work in. So, what is self-care?

Defining Self-Care:

Self-care is both comprehensive and intentional care for our well-being. It involves us paying attention to our physical, mental, and emotional needs and then taking planned steps to meet them. Whether it’s going for a run, practicing mindfulness, or creating space for our feelings, self-care is a conscious investment in ourselves.

Debunking Misconceptions:

It’s selfish: Unfortunately, many of us have a misunderstanding of self-care and so we typically avoid it. We see self-care as selfishness. We think that it’s focusing on our own needs at the exclusion of others and it inherently feels wrong. We see ourselves as servant leaders and believe we’re benefiting our teams and our families when we constantly give of ourselves. But what we’re missing is that we cannot pour into others if we are empty.

Self-care is not selfishness, and in fact, it’s likely the best thing we can do to help those around us. We are more effective in our support and help to others when our tank is full or nearly full. Prioritizing self-care enables us to replenish our energy, compassion, and empathy, allowing us to better serve those around us.

It’s a one-time act: We also have to remember that self-care is not a one-time event. We get little to no credit for taking a vacation 2 years ago or getting a massage 6 months ago. Think about self-care like a garden. If you do some heavy weeding and planting on a day and then let it go for 6 months all of your work will have been for nothing. Instead, we need to continually water, weed, and care for the plants. In the same way, we need to be paying attention to our physical, mental, and emotional needs and addressing them today, not in 6 months.

Why WFM Should Care:

The impact: I have a sense that at this point I may be losing some of you. “That’s all great Dan, but how does this impact my WFM or contact center team?”. I’m so glad you asked!

The stats are in and our contact center industry is in a full-on forest fire of burnout. 75% of call center agents are at risk of burnout (source). The average agent turnover is at a 25-year high (source). Burned-out employees are 63% more likely to take a sick day (source). Employees who frequently experience burnout are 2.6 times as likely to be actively seeking a new job (source). If anyone is going to care about employees taking sick days and high attrition rates it’s going to be the WFM team.

When burnout is left unchecked we see productivity decrease, shrinkage increase, and attrition rates increase. This in turn creates an incredibly challenging environment to forecast, schedule, and real-time manage. Simply put WFM should care about burnout because ignoring it makes our jobs harder!

Our environment: Plus, many of us are ripe for burnout. The WFM team sits at the crossroads of IT, HR, Finance, Marketing, Operations, etc. This gives us a great opportunity to know what’s going on in the organization and possibly help lead conversations. But it also easily leads to a sense of overwhelming burnout. When each of these teams brings its own “top priority” we are left holding the bag trying to figure out which one is the “most top of all tops”.

On top of this, we have likely created a career by being right. “Why did we miss service level yesterday?” “How many calls are going to come in on October 25th?” “When should we start hiring to make sure we have enough people for the busy season?” We are used to being the person that people come to for all sorts of questions. We have added value by always being connected, available, and quick with the right answer. I mean, can you think of a better environment for a burned-out leader?

It spreads: In the same way that burnout spreads, so does self-care. WFM leaders should care about self-care because when we do we lead by example. We help create the environment we want to work and live in. Those that are watching us, whether at home or at work, can see the value and benefits of intentionally and comprehensively taking care of our well-being.

Self-care is not a luxury or an afterthought for WFM leaders—it is an essential ingredient for personal well-being, professional success, and cultivating a positive work environment. By understanding the comprehensive and intentional nature of self-care, debunking misconceptions, and recognizing its impact on our industry and teams, we can embrace self-care as a strategic investment. Let us lead by example, prioritizing our own well-being while inspiring others to do the same. By integrating self-care practices into our lives and organizations, we can foster a happy, engaged, fulfilled, and aligned workforce while driving positive business outcomes.

This was part 1 of a 2-part series on self-care so make sure to check out our other blog (coming next week) that will give tips on how to practice self-care. Also, feel free to reach out to us anytime with questions about workforce management best practices, and how to build team cultures that encourage self-care. WFM is often full of chaos and exhaustion, but that doesn’t mean you have to do it alone. We’re here and we’ve got your back.

—Dan Smitley

Beyond the Headset: Discovering Personal Growth in the Call Center

Rosy Barerra on June 7, 2023

When I entered this world, I didn’t scream out of joy, exclaiming, “I am on Earth! I cannot wait to grow up and get hired in a call center, wearing my headset, and listening to customers complaining!” No, that was not the grand vision I had for my future. After all, who dreams of working in a call center when they are born? It seemed more like a practical choice, a means to earn a living while pursuing my university education. Little did I know that this seemingly temporary job would lead me down the path of self discovery and personal growth.

To be honest, I never loved calling people and collecting debts. I thought to myself, “I cannot do this for longer than a year.” Yet, fate had other plans for me, and I ended up working in that role for one and a half years. However, an unexpected opportunity emerged—a chance to become a dialer supervisor in a bank.

With no prior background in technology, all I knew was how to adjust parameters in the dialer software. However, I possessed a wealth of knowledge about translating collection operation requirements into dialer system configurations, and that’s what landed me the job. It was my first formal experience in a leadership role, overseeing a small team consisting of a morning analyst and an afternoon analyst. The only foundation I had in leadership was the theory I had learned in school.

At that point, I never had the luxury of pondering whether this was what I truly wanted or if it brought me happiness. I simply knew that I had to work to support my studies. Looking back, I can’t even recall how I managed to convince my boss to give me a part-time job that would accommodate my evening classes. However, I had clear goals in life, and somehow things fell into place.

As time passed, I found myself needing to acquire more technical skills. I delved into areas like servers, Linux, and telephony. Suddenly, just four semesters before completing my International Affairs degree, I made a drastic career shift and embarked on a journey in Computer Systems Administration.

I continued to climb the professional ladder in the call center industry and eventually became a Collections Manager. Throughout this journey, I learned an abundance of skills, ranging from MIS and database management to leadership and business acumen. With 300 representatives under my wing, along with 10 team leaders and two supervisors, I can confidently say that I learned more during that time than in my entire academic experience.

However, a restructuring in the bank led to my departure, and I found myself starting anew in a Business Process Outsourcing (BPO) firm. After a year in that position, stress began to consume me, and without a clear plan, I made the bold decision to quit.

It was during this uncertain phase that an unexpected conversation on MS Messenger (yes, I am old fashioned) with an engineer-turned-friend from the bank opened up a contracting opportunity for me at Aspect Software. As a business application consultant specializing in dialer systems, I embarked on a journey that exposed me to diverse cultures, countries, and invaluable perspectives on call center

operations. From Canada to Argentina, the UK to the Philippines, I traveled the world, soaking up knowledge and embracing different ways of doing things.

After a while, another bank offered me a role to establish their Capacity and Contact Management department for LATAM and Spain. I spent a year and a half there before succumbing to stress once again. It was at this point that everything clicked. I realized that I didn’t need to confine myself to the traditional corporate world to find fulfillment. It was the first time I sat down, had a conversation with myself, and truly listened to my body, my intuition, and my heart.

I discovered that I am a people person, someone who thrives on interactions and sharing knowledge. The happiness I derived from seeing others flourish based on the wisdom I could impart was immeasurable. People I had worked with, coached, or mentored would reach out on social media to express how their experiences with me had propelled them toward their desired paths. Simply put, I realized I love helping people succeed.

This realization, and my career journey, is now why I am with Call Design. It’s been a year since I joined them, and it has felt like home since Day 1. It’s such a joy to not only work with amazing call center experts, but to find people that also love helping people succeed. It’s refreshing to hear them put the goals of the customer above our own and to make sure we are different than any other company our customers work with. When your passion to help other people matches the passion of your company… well let’s just say it’s pretty special.

It took nearly 30 years for me to reach this point, and now I am on a personal mission to spread the word about the importance of finding your true calling and finding people to do it with. It’s so important to do something that makes your heartbeat and waking up every morning with a sense of purpose is invaluable. Trust me when I say that you can find your calling in a contact center or anywhere else. Your journey may seem odd, or disconnected, but it can pay off to take the time to have a conversation with yourself, listen to your intuition, and flow with it. Your mind, spirit, body, and loved ones will be eternally grateful when you find your calling and your people.

– Rosy Barrera

Revolutionizing WFM with HEFA: Call Designs Highlights from SWPP 2023 Conference

Call Design on May 26, 2023

The Call Design team just got back from the SWPP annual conference, and as usual, it was one for the books! Our beloved hometown of Nashville once again played host to an event that left us both exhausted and excited. So, grab your Call Design branded popcorn and let’s dive into a quick recap:

Justin Robbins: Keynote Extraordinaire and Pizza Party Myth Buster!

Justin Robbins, the man with the golden insights, delivered another fantastic keynote helping us get unstuck, and owning our unwillingness to lead ourselves plays a big factor! He also shared his knowledge in a few breakout sessions, and guess what? Apparently, pizza parties aren’t always the answer to employee engagement! Who knew!? Justin’s ability to make us rethink our approaches left us hungry for more (and not just for pizza).

Tiffney Spicer and the DEI Panel: Owning Our Unconscious Bias

Our dear friend Tiffney Spicer took part in an amazing panel discussion on the importance of diversity, equity, and inclusion (DEI) in the world of WFM. They fearlessly tackled tough topics head-on and challenged all of us to confront our unconscious biases. We’re grateful for WFM leaders who push us to think differently and create a more inclusive environment. Kudos to Tiffney and the panel for sparking these vital conversations!

Dan Smitley’s Session: Self-Care in the WFM Jungle

Our very own Dan Smitley led a breakout session and shed light on the often-neglected topic of self-care in WFM. Let’s face it, WFM professionals wear many hats and juggle multiple responsibilities. It’s no wonder burnout lurks around the corner! Dan shared the importance of saying no, caring about our own burnout, and even shared some tips on investing in ourselves.

Connecting, Laughing, and Sharing the Passion

The SWPP conference is always a blast! We cherished the opportunity to reunite with old friends, make new connections, and soak up the contagious energy of the WFM community. We share your passion for WFM and believe that it can go beyond simply maximizing staff and productivity. When done right, WFM can empower businesses, create exceptional customer experiences, and ensure the well-being of frontline agents. You don’t have to pick just one of those outcomes, you really can have all three!

At Call Design, we’re on a mission to help transform WFM teams into strategic partners who are improving lives, delivering outstanding customer experiences, and driving solid results for businesses. We firmly believe that employees have the right to be Happy, Engaged, Fulfilled, and Aligned (HEFA) at work. If you agree, or want to learn more, please reach out to us and let us know. WFM might be a hard career at times, but with a community like SWPP and partners like Call Design it can be transformational, and even fun sometimes!

– Dan Smitley

SWPP Tip of the Week for May 8 is from Call Design!

Call Design on May 12, 2023

The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center. They are an amazing group whose can’t-miss annual event is coming up May 15-17 2023 in Nashville! Be sure to catch Call Design there, and don’t miss our own Dan Smitley’s speaking session “Managing More Than Just Your Workforce: You’re Taking Care of Everyone Else, But Who’s Taking Care of You?” on the 15^th at 11:00!

One of the benefits of signing up with SWPP is the timely views and advice in their Tip of the Week. It just so happens that May 8’s Tip of the Week is from Dan. Check it out and follow Call Design (as well as Dan’s own LinkedIn) for more insights on leadership and employee experience!

Is your forecast accuracy above goal? Yep! Are service levels being met consistently? Yep! Are you absolutely killing your role and yet it doesn’t feel like anyone is paying attention? Also, yep.

In WFM we are used to being at the crossroads of so many teams: Finance, HR, Operations, IT, Marketing, on and on and on. We are excellent at consuming these different voices and producing a plan that meets our goals. The problem is that we’re used to receiving this information and then forget we also need to push the information back out. Or worse yet, we push out information and no one is paying attention! Here are two things to help you make sure you are receiving and sending information well.

1. Don’t assume. Just because you know what the marketing team is doing doesn’t mean the operations team does. Just because HR has put a focus on X doesn’t mean that finance is aware. Work to be the middle person that shares the knowledge across teams. Position yourself not just as a receiver of information but as a giver as well. Don’t assume everyone knows what you know.

2. Listen and help. Sure, you need to know the information to adjust your forecast and staffing plans. Along with listening to the information to inform your plans, make sure you’re also listening and adding value to their environment. Marketing says they need to improve Product X and so they are going to take Action Y. Don’t just add Action Y into your plans, help them refine it to make sure it’s the best action possible.

You can have the best plans and the best information to share, but if no one is listening then it doesn’t matter. It’s all too easy to fall into the trap of simply executing our job descriptions. Making sure our roles and responsibilities are covered. When we position ourselves as someone that receives and gives good information, people will start to listen. When we start investing in other departments’ environments, helping them improve ideas and actions, then people will care what you have to say.

– Dan Smitley

Investing in Your future: How WFM Analysts Can Advance Their Careers

Call Design on April 28, 2023

As a WFM analyst, you play a crucial role in managing and optimizing the performance of your contact center. You’re responsible for forecasting, scheduling, and real-time monitoring, among dozens of other tasks that fall into your lap. But have you ever stopped to ask yourself whether you’re reaching your full potential in this role? Are you taking advantage of opportunities for growth and development?

It’s easy to get caught up in the day-to-day tasks of WFM and lose sight of the bigger picture. But investing in your own development is essential for achieving long-term success in your career. Not only will it help you perform better in your current role, but it will also position you for future opportunities within the organization.

So, how can you ensure that you’re reaching your full potential as a WFM analyst? Here are a few tips:

1. Set goals for yourself

It’s important to have clear goals for what you want to achieve in your role as a WFM analyst. This could include improving your forecasting accuracy, mastering new software tools, or taking on additional responsibilities. By setting goals, you’ll have a roadmap for your development and a clear sense of progress.

2. Seek out training and development opportunities

There are many training and development opportunities available for WFM analysts, both within your organization and outside of it. Look for workshops, webinars, and courses that can help you improve your skills and stay up-to-date with the latest trends and best practices in WFM. Don’t be afraid to ask your manager or HR department for support in finding and funding these opportunities.

3. Build relationships with other WFM professionals

Networking with other WFM professionals can be a great way to learn from others and expand your knowledge and skills. Attend industry events and conferences, participate in online forums and groups, and connect with other WFM analysts on LinkedIn. Building these relationships can also help you stay on top of new job opportunities within the industry.

4. Take on new challenges

If you feel like you’ve hit a plateau in your current role, look for opportunities to take on new challenges and responsibilities. This could include volunteering for cross-functional projects, leading a new initiative within your team, or taking on a temporary assignment in another department. By stretching yourself and taking on new challenges, you’ll continue to grow and develop as a WFM analyst.

At Call Design, we believe that employees have the right to be happy, engaged, fulfilled, and aligned at work. Part of achieving this is through professional development. As a WFM analyst, you play a critical role in the success of your contact center, and investing in your own development is essential for achieving long-term success. If you’re interested in learning more about how Call Design can support your development in WFM, please reach out!

– Dan Smitley

Leading with Empathy: Showing Your Servant Leadership Style in the Interview Process

Call Design on April 21, 2023

Interviewing can be a nerve-wracking experience for candidates, but have you ever considered how you as the interviewer can make the process more comfortable and positive? As a leader, you have the power to demonstrate your values even during the hiring process. By serving and supporting the interviewee, you can communicate your qualities as a servant leader and ensure a more productive, respectful interview. Here are a few strategies for serving potential hires:

1. Help them reset in an interview

Interviews can be incredibly stressful for people and that stress can turn into an anxious spiral of death. Becoming more and more flustered as they can’t think of an answer, they’re confident they’re bombing the interview, and they’re pretty sure you can see they’re sweating through their shirt even through the fuzzy Teams connection. As a servant leader try to help them out by changing course, allowing them to settle in, and know it’s a safe place.

In one interview I was chatting with someone that had been distracted by their roommate coming in unexpectedly. They weren’t sure if they should get up to close the door or stay on camera. Also, their line of thinking was interrupted and they were clearly starting to spiral. Unable to answer my questions and re-center on the topic. To help them out I shifted to questions they knew backward and forwards.

“You mentioned that you had some cats. How many? What kinds? What are their names? How old?”

This allowed the interviewee to get out of their anxiety spiral and into a space that they knew and loved, their cats! After a few minutes of small talk, we jumped back into the questions related to the job and the company. However, this quick detour helped because:

A) it created a safe space for them to reset and refocus on the interview

B) it showed them the type of boss I would be (one that asks hard questions but also cares about your cats)

Note, I didn’t change my questions or make them easier because they had started to spiral. I didn’t lower the bar for the interview to be successful. However, I was able to create an environment that signaled the interviewee was safe here and that I wanted them to be successful. Being able to serve them, even in an interview, helps them understand the type of boss I am and what they are getting themselves into by working with me.

2. Connect them with other opportunities in the organization

I’ve interviewed multiple people that blew me away. They had strong experience, excellent answers, and clearly understood the vision of the organization. The only problem is that they weren’t right for my team. Maybe their experience didn’t match what I needed or their answers indicated they were looking for a more senior role. In these situations you can serve them by connecting them to other leaders and roles in the organization.

Oh, and be honest about where you’re at with them. I’ve said, more than once, “I don’t want to hire you but I do want to work with you!” Let them know why your role isn’t the right fit but how you are going to try and find another way for them to join the organization.

3. Provide genuine and honest feedback after or even during the interview

As someone that has done his fair share of being interviewed, I know how frustrating it can be to feel like you’ve aced the interview only to hear “There were many qualified candidates…” You wish the company well on their search and ask for any feedback they have on how you could have positioned yourself better, and then crickets. Not one ounce of feedback. I’ve even had companies tell me that they aren’t allowed to provide that information.

One more way you can serve people before they join your team is by helping them improve their interviewing skills and answers.

One of my favorite questions to ask is simply “Why should I hire you?” The whole interview can feel a bit like a sales pitch at times but this one makes it super crystal clear “Alright, give me your best pitch.” What I’m looking for is how well do they know themselves and their unique value add. I’m less interested in their specific brand or value add and more interested in their self-awareness. On more than a few occasions I’ve gotten the cliché “because I’m a hard worker… quick learned… self-starter… eager to learn…” and while all of those may be true I tend to think they are giving me the answer that they think I want.

In some situations, I’ve tried to coach them away from those answers. Helping them see that their wide background is a huge asset as it allows them to understand the language of many teams around us and be a critical collaborator for the team. Or that they may be inexperienced but they have intentionally and strategically built a strong network that they can tap into at any time. “I may not always know the answer to your questions, but I’m confident that I have someone in my network that I can tap that would know. By hiring me you are getting someone that is eager to learn, open to coaching, and has years of knowledge at my disposal through my network.”

Lastly and most obviously, if someone reaches out asking for feedback, actually give them some! For people that I thought would handle it well I’ve even given them the notes from the interview. Helping them see what I was thinking during the interview and the answer to ultimately why I didn’t extend them an offer. You have to be careful here because some of the notes can be a bit too honest for people and you may want to edit based on how well you know the person. In the end, though, providing any feedback will go a long way and is a small way for you to serve them.

Being a servant leader during the interview process can go a long way in creating a positive candidate experience and signaling the values of your organization. By helping potential hires reset, connecting them with other opportunities, and providing honest feedback, you can serve them even before they join your team. So, the next time you’re conducting an interview, remember to approach it with a servant leadership mindset and see how it can benefit both the candidate and your organization.

If you’re inspired to become a servant leader and create a work environment that is happy, engaged, fulfilled, and aligned, then Call Design North America is here to help. We believe that every employee deserves to have a meaningful and enjoyable work experience, and we can offer you practical tips and advice on how to achieve that. Contact us today to learn more about how we can partner with you to create a workplace where everyone can thrive.

– Dan Smitley