the ultimate contact centre management survival guide
TRANSCRIPT
Managing a contact centre can be a tough job, with
loud personalities to manage,countless meetings to run,
and big targets to meet
Contact centres attract a lot of
Conflict, gossiping, and drama!
Extroverted personalitiesThis can be fun and exciting, but it can also lead to
So don’t TAKE PART in the dramaMake sure your employees understand that
this is a place of work and not a school yard.
And stop conflict & gossipbefore it gets out of hand!
Maybe You should Take an online course in Conflict Resolution
to help you manage those petty conflicts?
Click here to find out more
Another way to prevent conflict is to give employees a healthy outlet
can be a great distraction for your employees!A Department Competition between teams
Find out what your employees would like to win
improve team work and help your department meet (and exceed) your targets!
And offer it as the priZeMoreover, the competition will help
If you’ve got a big idea for making changes, talk to upper management about
getting the resources and supportneeded for implementing it.
Your department can always improve
Besides, you want your
- and showing initiative and drive will help you get noticed.
Own career to move up
will allow your employees to come to you with problems and concerns.
Not only will they feel appreciated, but it will also help prevent problems.
Having an open door policy
Maybe You should Take an online course in Communication to
help you manage your people better?
Click here to find out more
Sometimes people in your department
Walk the floor, be in their peripheral, and make sure that they know you are keeping a close eye on them.
might not care about working hard.
every now and againand make sure that they are
doing their job correctly.
You can also listen in on agents’ calls
Do not just only punish those who don’t work hard,
Reward top performers with vouchers, bonuses, or job perks.
Also reward those WHO do.
with the whole team to make them know that they are doing a good job!
Also share positive client feedback
Make people part of the idea brainstorming, strategic
sessions, and feedback processes.
they have a SAY in what’s going on
Your staff will put in more effort when they feel that
Take a distance learning course in
and get the skills and training you need.
Contact Centre Management
offers a whole range of excellent Contact Centre Management Courses
that you can study from home
Click here to find out more