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