6 Skills That Separate the Good Contact Center Managers from the Great
Welcome back to Contact Center Chronicles! Ready for another dose of contact center wisdom? Our second issue is packed with resources that will help you level up your leadership skills and boost your career. Dive in, save what resonates and let us know what you think. Happy reading!??
Featured Article of the Week: 6 Skills Every Contact Center Manager Should Master??
AI is here to stay, but the leadership fundamentals required to lead a thriving contact center remain focused on humanity. So, whether you lead a team of 2 or 200, what skills should you master? ICMI Featured Contributor Clarice T. Merriman offers a goldmine of advice in her latest article.??
Spoiler alert – you need to do these six things well:?
1?? Keep the vision alive.?
2?? Stay curious.?
3??Speak to inspire.?
4??Communicate transparently.??
5??Plan with the future in mind.?
6??Be a culture guardian.?
Curated Gems from Around the Web??
?? Beware of customer service eye pokes (A blog post by Jeff Toister )?
?? Turns Out AI is More Empathetic Than Allstate’s Insurance Rates (Featuring insight from Josh Streets )?
?? Stop Guessing! Win Customers Through Data AND Emotion - Mission (Episode 67 from The Experts of Experience Podcast with host Lauren Wood and guest Stacy Sherman????? )?
??Saying the right thing vs. The thing that’s right for the customer (A short video snippet from Bob Furniss and Amas Tenumah ’s latest podcast episode)?
?? Save the Dates??
? Poll of the Month?
This month, ICMI wants to know how well your contact center can adapt to forces of change. Is your operation nimble and forward-thinking, or do you find change is a hard pill to swallow? Let us know by taking our 3-question poll!?
?? Stat of the Week ?
71% believe AI will enhance their productivity and benefit them in a collaborative capacity. (ICMI, State of the Contact Center 2024)?
?? Free ICMI Resources You Might Like?
?? Quote of the Week??
"While AI will continue to play a significant role in the evolution of contact centers, it's the human agents who bring empathy, creativity and nuanced understanding to customer interactions. By investing in our people and viewing AI as a supportive tool rather than a replacement, we can ensure that our contact centers are truly futureproof, delivering exceptional service in the years to come." - Sean L'Italien
?? We Want to Hear from You??
What's one piece of advice you'd give to a new contact center manager? Drop a comment below and let us know!?
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CX Connector: Connect contact center leaders with top technology and operations partners | Cofounder: Keesha Warrior Princess, focused on early detection of breast cancer in women 25-45 | Podcast: The Contact Center Show
2 周I am late to the party. The featured blog is spot-on with the top 6 things to master. And, the comments are an impacful list on their own. I love #3 - Speak to Inspire. The use of stories is one of the most important ways to communicate as a leader. I learned many years ago at the National Speakers Association that people will not always remember when we talk using data, policy, and instructions, but they will almost always remember a good story - and the point that you are trying to make. #ILoveThisStuff
Professor Emeritus at Rutgers University - Camden
3 周#PhoneTree #PressOne #AIPhoneAnswer You call the police because somebody is trying to break into your house and you must press 1 to hear the call menu in English. Menu? What menu? When someone is breaking into your house, you want to talk to a cop! Press 2 Is that crazy or what? Presiona 2 si hablas espa?ol. Read: “Press One” https://www.jackenglishstories.com/press-one
Customer Service Evangelist | Podcast Host | Author | Speaker
3 周Rule #1 your job is always about people. Even when the task or project is about Tech, or process or profit, remember rule #1.
AR/VR Technology Enthusiast | Connecting People | Building Relationships | Full-Stack developer | MERN Stack | Graph-ql | NextJs | Php | Three-Fiber | Socket.io
3 周Great insights in Issue #2! For new managers, listen actively to your team—its key to building trust and improving performance. What do others think?
The Service Culture Guide | Keynote Speaker
3 周Great to see culture all over this list! The vision is the foundation of culture. Shepherding the culture is a key leadership role. PS. Thanks for linking to my article about customer service eye pokes. Nobody likes to get poked in the eye!