I have found that leadership skill training of middle management in the contact center environment is lacking at best and non-existent at worst. As I talked about in an earlier post, too many contact centers just promote reps that did a good job when a supervisor/team lead leaves. You can’t hand the keys to a new car until you know that person is ready to drive yet it seems to be the way many centers operate. We must train our middle management in many different aspects of the contact center world.
“Sometimes I wonder what it’s like to be God; have you? If you are God, you witness the symphony of light from a billion galaxies as they soar through endless space.
How you act on the job has a lot to do with the tempo you set for your supervision. Are you dressed properly, are you early every day (early is on time for me), to you speak appropriately, do you have the trust of your reports?
Last but not least, the reality is that closing sales is what haunts most marketers so I wanted to know who would help me and my team in that area. And I was pleasantly surprised to learn that there was an actual Titan Call Center Tijuana integrated into to system to close all sales from the applications I generated. Now, that was just the icing on the cake for me. Now I knew for sure true duplication could be achieved with this system.
If we do have supervisors that have been through our full management training program and we believe have the trust of their reps and of us, now they have to manage.
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