Congratulations to Andrew White, Assistant Branch Manager, Farmington Bank—winner of Contact Center Pipeline’s drawing at the Northeast Contact Center Forum’s 15th Annual Conference & Expo at Gillette Stadium on June 14, 2016.
We asked Andrew to share a couple of tips on contact center management and his thoughts about what motivates him on a daily basis.
What I look forward to every day:
I truly look forward to servicing our customers with first-call resolution through my Farmington Bank Customer Support Center team. As a manager, we’re constantly coaching our representatives who take the majority of our incoming calls. If I can teach each representative something new every day then I know we’re growing for the good of our team and our customers.
If I had one best practice to share it would be:
Leave each work day with a feeling of accomplishment. Whether that means learning a new skill, assisting a colleague with a task or just knowing that you made a difference for customers in a positive way. Having a sense of accomplishment is a key motivator to one’s success.
The best advice I’ve received in my career:
Always put yourself in your customers’ shoes to envision their expectations. That will be your biggest advantage when delivering a resolution.