Even though you yourself may not be doing this every day, you must have the ability to placate frustrated customers. This may be obvious, but managers must be customer service experts. Taking responsibility for the well-being of agents-and customers!-requires someone with customer service experience, high levels of emotional intelligence, and strong communication and problem-solving abilities. Successful workforce management demands a lot from managers, and there are several soft skills they should possess to flourish in the face of this kind of pressure. 4 important contact center manager skills It’s their responsibility to build a positive work environment and provide the best customer experience possible. It’s a skill that can take years to master, trust me.īottom line: Good call center managers need tenacity and tact. You need to be able to motivate your team-while maintaining your composure when something goes wrong. A successful contact center manager has to act as the calm in the storm. What does a successful contact center manager look like?Ī call center is often a stressful, fast-paced environment. Anything that needs to be handled day-to-day falls to managers to either complete themselves, or delegate.Īnd how you handle all of these business processes as a manager contributes directly to your call center’s success. Typically, both call center or contact center management includes employee onboarding, workforce scheduling, and customer interaction oversight, just to name just a few of the core responsibilities. Managers keep tabs on what happens across multiple channels and touchpoints and try to mobilize their workforces as efficiently as possible to meet sales and customer experience (CX) goals. Put simply, contact center or call center management is just the way your center manages daily operations. In this article, I’ll share some of my own experiences managing a contact center.īy the end, you’ll be ready to take the bull by the horns-or the phone by the headset, in this case-and lead your call center to success.īut first, what exactly is contact center management? What is contact center management? I know how you feel.Īnd truly effective call center management? It’s much more than just scheduling and watching other people work. If you yelled at your screen at some point during those first two sentences, you’re probably managing agents. The job of a call center manager is easy, right? All you have to do is schedule agents and hang around the office.
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