In the contact center, business is both won and sustained on the front lines, where an organization’s two greatest assets come face-to-face: its customer service representatives and its customers.

Good leaders know that the management function is about much more than operations; it’s about people—a strategic approach to people management is requisite. However, the nature of contact center operations is one of constant variation; workflow and staffing needs can change instantaneously, which presents managers with unique challenges related to employee engagement and development.

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