May 15, 2017

How job simulations fast track leadership development in call centers   As successful contact center managers know, agent job performance is often not the best predictor of future success as a team leader. In fact, organizations often make the mistake of promoting the best agents, only to discover that they are uncomfortable or ineffective managing...

May 5, 2017

Part 2:  How Top Team Leaders Spend Their Time    The success of a call center hinges on the performance of its agents—and no position in the organization has more impact on call center agents than team leaders. Organizations need team leaders with the talent to lead and motivate agents while limiting agent turnover. But...

April 25, 2017

Part 1: Top-Performing Team Leaders   Let’s face it:  call centers can be stressful places for employees. These jobs are often emotionally demanding. And, as we discussed in our last blog, call center team leaders face challenges too. It is their job to keep agents motivated and to provide encouragement in meeting goals under often...