We like to call it “The Endless Downward Spiral”! It’s when a contact center is stuck and doesn’t see a way to accelerate performance. Turnover is high, training is a revolving door, leadership skills are poor, absenteeism is up, MFLA usage is high, legal bills are piling up, etc.
This “spiral” seriously impacts the ability to deliver positive customer experiences. Not every contact center faces this at mission critical levels yet it is a common challenge. The good news is that we can help you fix that! It starts and ends with leadership.
One of the more common leadership challenges is the individual contributor transition to a manager of a person (lead, supervisor or manager). If you have been in the business for a while you have likely seen countless examples of employees who are unable to make the switch from individual contributor. Great employees - some are meant to be in leadership, some not.
We also see skill gaps in the areas of financial acumen, forecasting and scheduling, intra-day contact center management, coaching skills, management skills, data interpretation and presentation to executives, and overall business savvy leadership skills.
We partner with you to leverage our leadership content and create a custom solution to help your leaders grow or move into areas that better suit them as a contributor to the company.
Would you like to learn more about how we can help you or see sample of our work? Please send us a note using the form on the right, or call us at 202-838-8040 Ext 101.
Hdq: Washington, D.C.
Phone: 202.838-8040 Ext. 101
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