Contact Centre Managers to become Customer Experience Guardians

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