Contact Centre Managers to become Customer Experience Guardians


What-will-be-the-principal-role-of-the-Contact-Centre-Manager-in-2020

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

Published On: 20th Jan 2014 - Last modified: 23rd Sep 2019
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