LEADERSHIP
BY CHARLIE ADAMS
ILLUSTRATION PROVIDED BY ADOBE STOCK
IT’ S JUST PEOPLE
LEADERSHIP IS ABOUT SIMPLICITY, HUMANITY, AND GROWTH.
If you’ ve worked in a contact center for more than five minutes, you’ ll have heard someone say,“ It’ s all about people.” Yet, despite this being one of the most frequently repeated mantras in our industry, we continue to overcomplicate people management, drown our teams in processes, and turn leadership into a box-ticking exercise.
This is why I wrote the book It’ s Just People: A Manager’ s Toolkit to cut through the jargon, ditch the corporate clichés, and to remind us all of what great leadership really looks like.
... WE CONTINUE TO OVERCOMPLICATE PEOPLE MANAGEMENT, DROWN OUR TEAMS IN PROCESSES, AND TURN LEAD- ERSHIP INTO A BOX-TICKING EXERCISE.
WHAT IS LEADERSHIP?
Leadership is not about motivational posters or endless KPIs. It is about showing up consistently for your people, creating safe spaces, and building cultures where trust and growth matter more than micro-measuring call lengths.
In this article, I’ ll share some of the book’ s key messages that directly resonate with today’ s contact center environment: from recruitment to coaching to culture. And why adopting a simple and human-first approach will always deliver the best results for your customers, your teams, and your business.
Contact centers are often the heartbeats of customer experience( CX). But they’ re also tough places to lead. High attrition rates, relentless performance targets, and the daily balancing act between people and metrics can quickly reduce even the most passionate leaders to clipboard managers.
30 CONTACT CENTER PIPELINE