LEADERSHIP
ILLUSTRATION PROVIDED BY ADOBE STOCK
DELIVERING
EFFECTIVE CONTACT CENTER MANAGEMENT LEADERS NEED AND PROVIDE COACHING , SKILLS DEVELOPMENT , AND A STRONG CORPORATE CULTURE .
BY JASON CORTEL , TELEVERDE
In the dynamic world of contact centers , effective leadership stands as the linchpin of operational excellence and customer satisfaction . My career as a contact center and operations leader has afforded me a comprehensive view of how nuanced and impactful leadership can drive significant transformations in contact center operations .
MANAGERS MUST BE ADEPT AT RECOGNIZING INDIVIDUAL STRENGTHS AND AREAS FOR IMPROVEMENT ...
14 CONTACT CENTER PIPELINE
I ’ ve seen many of the ways that leadership development , particularly for middle managers and those on the front lines , is critical . These leaders are the bridge between potential and realization , and with the right resources , they can be mentors who can inspire change and foster a culture of empowerment .
THE NEED FOR COMPREHENSIVE MANAGEMENT DEVELOPMENT
Embarking on the journey of leadership in contact centers begins with robust coaching at the top and extends to every level of the organization .
Effective coaching at the management level is critical , as it influences the entire operation ' s tone and effectiveness , creating a ripple effect of positive influence throughout the organization .
This involves not only setting clear objectives and providing consistent feedback but also fostering an environment where continuous improvement is a shared goal .
Managers must be adept at recognizing individual strengths and areas for improvement , tailoring their coaching to meet diverse needs . And few areas are more crucial for organizations than at the contact center .
Frontline agents , as the direct link between your company and your customers , require a skill set that transcends technical knowledge . They must be wellversed in soft skills such as communication , empathy , and problem-solving .