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Contact Centre Managers to become Customer Experience Guardians

Published On: 20th Jan 2014 10:12 - Modified: 23rd Sep 2019

During our webinar “Contact Centre of the Future” our audience were asked “What will be the principal role of the Contact Centre Manager in 2020?”

Poll answers
Coach – providing steer and development advice to agents 14%
Guru – providing expertise to both agents & customers 13%
Accountant – tracking cost, profit and loss 3%
Quality auditor – responsible for quality monitoring & standards 7%
Customer Experience guardian – understanding customer demand & feed 63%

Source: Call Centre Helper website webinar poll Sample size – 291 Date: September 2013

Here is a link to the webinar: Contact Centre of the Future

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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