Leadership and Change
Francis D Brooks
The Call Center industry is a perfect example of a constantly changing environment that requires high productivity. Managed programs are always evolving to better serve the client, and the agents on the frontline are held to meet very specific metrics to meet and exceed client/customer expectations. Being a flexible and team oriented leader in this environment helps to foster a sense of confidence in the agents, most especially when there are unexpected spikes in Call Volume. Managers set the tone for their teams, so when team members see Management willing to step in and do whatever is necessary to stay on beam, the agents become more focused and productive without having to be browbeaten into it.. Acknowledging those who perform above and beyond, and making a big deal of it helps to show the team members that as individuals they truly are valued.