One of the greatest pitfalls we at Radclyffe have found in the contact center world is the lack of preparedness of the representative who has been promoted to supervisor or team leader. In our experience, this factor has created the "weakest link" in the delivery of World Class Service for contact center organizations.
Not by the Seat of My Pants! Leadership Lessons for the Call Center Supervisor by Anne G. Nickerson is a must read primer for all contact center team leaders, supervisors and group leaders. This book is easy to read and comprehensive, providing specific examples of all aspects of effectively supervising in a contact center environment with its unique challenges and culture.
To contact Anne G. Nickerson, email her at anne@callcentercoach.com
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