The field of HR and all related business spheres was always quite dynamic across the globe. The beginning was in 1893. But we won’t go that far. Because today’s bottom line is – crucial changes for the better are happening now. And they are yet to come. Do you know what a Chief Heart Officer is? It is one of the fresh roles that will spice up the scene.
It stands for being in touch with the heartbeat of every single person in the company. That is, in the words of Claude Silver, an accomplished Chief Heart Officer and a creator of multiple awesome business and people-oriented practices.
Today we will explore this amazing role, its impact, and other great customs business owners and HR managers should know about.
What Is a Chief Heart Officer (CHO) in Business?
The abbreviation CHO actually refers to a Chief Happiness Officer. This role is a bit more popular and widely established. However, the two CHOs have numerous similarities.
Chief Heart Officer vs. Chief Happiness Officer
A Chief Happiness Officer stands for the person who is in charge of the employees’ well-being and overall satisfaction.
And we all know it – happy employees render the best possible outcomes. So, the purposes of this role are both practical and motivational.
Aiming toward positive employee experience is the prime denominators these two roles share.
And yet, the idea of a Chief Heart Officer is a bit more complex and substantial. It reaches beyond traditional HR. It represents real growth.
Meet Claude Silver to Understand What Is a Chief Heart Officer
Claude Silver is the Chief Heart Officer of VaynerMedia, a well-renowned digital marketing agency. In addition to the brand consulting, this large firm offers much more. Their prime aims are to develop social strategies and create quality content for social platforms like Facebook, Twitter, Instagram, etc.
And to grasp who Claude Silver truly is, we just needed to take a peek at her LinkedIn profile. Her daily routine consists of reaching out to people, having one-on-one meetings, talking and resolving issues by text messages, emails, or through quick phone calls.
So, what is it like to work at VaynerMedia?
According to candidates, former, and current employees, most of the experiences posted publicly were satisfying.
Besides Claude, there’s another person who is thrilled by positive reviews and by the fact that their CHO model started to become increasingly popular. That person is Gary Vaynerchuck, the company’s CEO and founder.
Chief Heart Officer Job Description Can Vary a Lot!
The responsibilities of a chief heart officer can vary a lot, depending on the companies that hire one. Their job involves working with employees and managers alike, ensuring that they feel good in their role.
The daily tasks can change, from talking to a specific employee to providing empathy and leading teams to create the atmosphere of sincere communication and openness.
What Does a Chief Heart Officer Do, Exactly?
The chief heart officer sets the culture in a company, talks with employees about their what may cause their fear, about their feelings or life in general. It’s their task to ensure employees don’t feel anxiety when they’re talking to clients or have a sales call.
They’re not worried about performance. That’s for marketing people and managers. Instead, they have high emotional intelligence and they ensure everyone’s at their best. It’s a challenge and deserves a great pay as you’re a trusted source for well-being.
3 Main Traits of the Chief Heart Officer
To work as a Chief Heart Officer, you should have the following traits:
1. Emotional Optimism
Being emotionally optimistic means that you have a mental attitude characterized by hop end confidence in success. Only then you can motivate your workers, have then take the responsibility with a smile on their face instead of dread.
2. Emotional Intelligence
It’s challenging to listen to all of the people and have the energy to uplift them. Someone may have split up with their partners. Someone else has anxiety when they’re on a call with clients. Leading may be scary for your manager. Yet, they all need to be heard and inspired to perform at their best.
3. Understanding for Other People’s Problems
Being CHO is about hearing the workers and helping them have a better outlook on life and business. It doesn’t matter from which cultures we’re coming from – when we feel good, we’ll perform!
Best HR Practices and Leadership Tips in Outsourcing You Can Learn from CHO
Not every organization plans to hire a CHO. But for most, the HR fills out that position. What are best practices in HR currently? Some of the most commonly mentioned ones include:
- Enabling employees to feel secure
- Hiring the right people
- Running independent and effective teams
- Frequent and fair performance reviews and adequate prize for the top performers
- Providing education and training to obtain and boost the essential skills
- Making necessary information accessible to every person in the company
When it comes to finding the right outsourcing company, organizations in need of BPO services should keep these criteria in mind. The leaders in every thriving outsourcing company must act rightly:
- Provide multiple learning opportunities and participate in mentorship programs
- Promote firm relationships within the team
- Teach the meaning and the importance of friendly and healthy competence
- Make your goals clear and public
- Give real-time feedback and make sure that it’s understood
- Perform regular one-on-ones and brief meetings to stay updated – and keep every team member updated
- Build trust and have faith in their team.
A prosperous BPO company takes chances on people and is always on the lookout for new talents. They should be open to teaching skills and hire by heart, even if they don’t officially have a Chief Heart Officer on board.
Applying HR Practices in Customer Service Outsourcing
What are the 3 most important things in customer service? The answer encompasses empathy, strong communication skills, and patience.
However, these are not the sole baselines a profitable and well-organized customer service teams should develop.
When it comes to customer service outsourcing, you should fulfill other goals:
- Boost company, industry, and product knowledge
- Work on everyone’s problem-solving skills
- Maintain a positive attitude and use positive language
- Develop active listening skills
When we mention enhancing these essential traits, it doesn’t only refer to the team in charge of interacting with customers.
These are the skills and qualities every HR and leader must have, regularly improve, and teach others.
And what is the best way to motivate your team? You must offer growth and self-improvement opportunities, foster collaboration, provide a healthy working environment, and lead by example.
In addition to it, you must avoid micromanagement at your workplace at all costs.
Fresh Trends to Keep an Eye On
Nowadays, the whole market has shifted. Many companies that were all about brick-and-mortar shops have gone online. E-commerce businesses and their clients are here to stay. And with its increased popularity, the need for adequate customer service is also on the rise.
An excellent outsourcing company that offers help with enhancing customer experience must:
- Keep it fresh and follow the new trends and circumstances
- Understand the link between their specialties and other core business areas like sales
- Master the multi-channel support
- Combine their knowledge with AI tools for support.
What Is a Chief Heart Officer? Learn the Term and Embrace the Practices
Now, we have covered some of the basic information about the Chief Heart Officer role and what it entails. Although this job function is a brilliant idea, you don’t have to explicitly assign someone to execute the tasks related to it.
The key to success is to grasp the most valuable features of this role and implement them wherever and whenever possible. Teach your managers, leaders, and HR personnel to act according to these extraordinarily useful trends, postulates, and practices.
And if you happen to need an outsourcing partner that lives and breathes these values and actions, don’t hesitate to get in touch with Morph Networks.