Truly effective call center management is much more than just scheduling and watching other people work, it’s a multifaceted sometimes stressful management role that includes motivating teams to succeed, staying up to date on contact center trends, and keeping agent morale high.
In this article, contact center managers share some of their own experiences managing a contact center and answer:
- What contact center management is
- What you should strive for as a manager
- What are the the skills you need to be successful