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In a 2008 survey conducted by ICMI on contact centre operations, it was alarming and disappointing to discover that while 93% of respondents noted that Supervisors ability to motivate and retain agents is critical, however, only 62% offer training in that area.

Just as the call center agent is the ‘face of the company’ to your customers, the Supervisor is the ‘face of Management’ for our agents - their perspective, their viewpoints, their skills level, their ability to motivate -- all affect Agents in key areas.

While investing in your front line leaders is the ‘right thing’ to do, it’s often easier said than done.  Focus and time on front line Leader development pays dividends.  Your investment will ensure positive returns in employee performance and in gains in key performance indicators such as absenteeism, employee engagement & satisfaction, operational costs, revenue and most of all positive impacts on your Customer's experience!

What is YOUR contact centre leadership challenge?

Come and join us for this interactive session, lead by Richard Moore, Vice-President, Assurant Solutions, Customer Service & Operations - Canada. As Vice-President, Richard is responsible for all facets of Customer Service for the US, UK and Canadian customers of Assurant’s Creditor and Warranty business, including Service, Sales, Claims Administration, Technical support,Training, and Quality.

This session is intended to provoke thought and perhaps generate some new ideas that you can easily put into practice. We look forward to seeing you there!