-- KOBE BRYANT
IDIOM INSIGHTS
ILLUSTRATION PROVIDED BY ADOBE IMAGES
CONTACT
CENTER LEADERS … CAN
YOU RISE TO THE CHALLENGE ? KEY INITIATIVES TO CONTACT CENTER SUCCESS .
BY KATHLEEN M . PETERSON , POWERHOUSE CONSULTING , INC .
“ EVERYTHING NEGATIVE — PRESSURE ,
CHALLENGES — IS ALL AN
OPPORTUNITY FOR ME TO
RISE .”
-- KOBE BRYANT
12 CONTACT CENTER PIPELINE
Are you ready to face challenges head-on ? The idiom " rise to the challenge " is defined by Merriam / Webster 1 as " to perform so as to succeed ." Contact Centers exist to succeed . Their leaders ’ ability to succeed is greatly influenced by their ability to embrace the challenges of adapting to changes as they occur . The Contact Center environment is one of constant change that impacts leaders at every level . Whether the company is doing well or poorly , it is important to remember that change is indiscriminate — it can be as challenging to shrink as it is to grow .
Amidst ever-evolving landscapes , Contact Centers encounter challenges on multiple fronts . Years ago , there was a trend around the word “ challenges .” Do you recall ? Part of the digital age
1
https :// www . merriam-webster . com / dictionary / rise % 20to % 20 the % 20challenge approach was to “ turn challenges into opportunities .” Today this notion extends well beyond mere technology . Factors such as new products , services , locations , regulations , leadership changes , mergers , acquisitions , pandemics , and technological advancements all impact Contact Centers . Anticipating and managing these changes is essential for effective leadership and successful outcomes . Time constraints often add to challenges , making it imperative to adopt systematic approaches to change management .