Contact Centre Team Management: A Practical Guide

'Contact Centre Team Management' is a purely practical guide designed for all aspiring, new and overwhelmed contact centre team managers. Never mind the theory - you can get that from any number of management science books - here is where you'll find how to handle the challenging day-to-day, real-life situations that managers experience and deal with in contact centres across the world every day of the year. Classroom learning can be great in as far as it goes but, if you want to understand the real contact centre team manager experience, this book is designed to help you visualise the challenges and opportunities of the role before you're thrown in at the deep end and left floundering until you find your own route to solid ground.In 'Contact Centre Team Management' you'll learn how to become a successful team manager by: - Putting your people at the heart of everything you do then coaching them to success- Driving the highest levels of engagement and performance within your group- Sensitive and emotionally intelligent handling of complex capability and disciplinary issues- Effective management of absence and attrition using proven techniques- Building a positive 'Operating Rhythm' which drives superior performance...even when you're not present!- 'Ritualising' your key people-related events and interventions to best effect - Focussing on a small number of aspects of the role to guarantee first-class results that matterSo, no matter whether you work in a voice, chat or social media dominated environment, 'Contact Centre Team Management' is your complete practical guide to building a successful, high performing group that will truly make an impact.

Author: Ken Gow

Publisher: Independently Published

Publication Date: Apr 08, 2021

Number of Pages: 130 pages

Binding: Paperback or Softback

ISBN-10: NA

ISBN-13: 9798735137412