15 Essential Habits of Amazing Contact Center Team Leaders

15 Essential Habits of Amazing Contact Center Team Leaders

Becoming an amazing team leader takes a lot of work, and it’s certainly not always easy. But, the surprising thing is it isn’t the hardest thing in the world either—especially if you learn and...
How to be a Supervisor in the Contact Center

How to Be a Supervisor in the Modern Contact Center

Company cultures and leadership styles tend to shift over the years as they adapt to the behaviors and expectations of the dominant generation in the workforce. This is evidenced today by a rise in...
Ready to Promote Your Star Contact Center Agent to Supervisor

Ready to Promote Your Star Agent to Supervisor? Not so Fast

Heather had been working as a contact center agent at ABC Electric for almost 18 months when her boss approached her with exciting news. He wanted to promote her to a supervisor! A standout...
Contact Center Survey

Findings from the Frontline Supervisor Survey

I’ve always maintained that the frontline supervisor is the most critical role in a contact center. They have a tremendous impact on agent satisfaction and engagement, and are close enough to the customers that...
Frontline Coaches

New Frontline Leaders: Coaching Skills Are Critical

Coaching is a key role for frontline supervisors, yet few newly promoted contact center leaders receive formal training in coaching techniques. New supervisors who haven’t been instructed in the whys and hows of coaching...
Support for Your Customer Service Frontline Contact Center Leaders

Support for Your Frontline Leaders

You send your frontline leaders to all the requisite classes as dictated by the corporate office. You get them through the seven-part online series for developing supervisory skills. They get access to a number...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Promote Agents with the Right Qualities

While many top-performing contact center agents desire opportunities for growth and development, it doesn’t necessarily mean that they’re cut out to be supervisors or coaches. Even so, in many centers promotions are still based...
Contact Center Pipeline Blog