CMI: Sales and Analytics Driving Contact Center Compensation
Posted by Ted Hopton on February 5, 2008
If you’re looking for (or considering) a call center management position, you should read Layne Holley’s article in ICMI’s Customer Management Insight (CMI), “Sales and Analytics Driving Contact Center Compensation,” first. In addition to being a rich source of call center management salary data compiled from various sources, the article offers valuable insights regarding the skills being sought in call center management roles.
“The individuals who are going to be highly sought out or compensated differently to some degree are those with the proven ability to develop a sales or service strategy — or both — and who have strong analytical competence to measure and manage metrics — not just look at the numbers, but interpret that data and either develop a successful customer segmentation strategy or a cross-sell or upsell component to get more value out of each call,” he says.
Check it out.
call center management
