I’d like to share some valuable insight offered by one of ICMI’s seminar leaders and frequent speaker at our conferences, Lori Bocklund of Strategic Contact. It’s from an article titled, “What Makes the Good Centers Good?”
I think two common threads run through the best centers I have worked with: good leadership, and clear strategy and vision. It starts at the top. One can argue the tens, hundreds, or even thousands of CSRs that interact with customers in any given center have the most impact. But good leadership and strategic context that is well communicated and understood is what enables those CSRs to have a better understanding of their goals, their roles, and the ways they can contribute. That is what empowers the CSRs to be great.
Take a look for yourself. You just might find some useful ideas for your call center.
call center management
