Congratulations Pipeline Drawing Winner

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.

Linda Harden is President and Publisher of the monthly contact center management journal, Contact Center Pipeline. Our passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Each month, well-respected industry leaders, practitioners and consultants present their insights, strategies, best practices and lessons learned to help run an effective and efficient operation.