"Super" Heroes: How Contact-Center Supervisors Can Transform Team Performance

Topics:
Performance Management
Tags:
Accenture Ltd.,
Team,
Supervisor,
Software,
Performance Management,
Performance,
It Operations,
Human Resources,
High-technology Company,
Enterprise Software,
...
Source:
Accenture

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Overview: Contact center supervisors within Communications and High-Tech companies make or break projects, initiatives and morale - they are the key to running a successful contact center. Yet they are also one of the most overlooked and underdeveloped resources in many contact centers. Developing and supporting supervisors is one of the most effective and fastest ways to improve Communications and High-Tech contact center performance. Optimizing supervisor performance within Communications and High-Tech companies has a profound effect on many key performance measures: the time to proficiency for new hires, average call handling time, first call resolution, errors and rework, customer retention and cross-selling and up-selling.

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Format: PDF | Size: 53KB | Date: Jan 2007 | Pages: 2

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