Call Center Management Today - 5 Critical Areas Often Forgotten

Presented by

Craig Piercy, National Call Center Manager, Orkin PCO Canada, John Cockerill, President , The Taylor Reach Group

About this talk

Join us on this webcast as we look into 5 critical areas of management that are often forgotten and yet so important. As managers of call centers sometimes we need to be reminded that our people are our most important asset and that they will drive our success into the future. If we focus solely on statistical information, IT etc we will do this at our own demise. Our passion for our people and they way they respond to us is the key. Will you be a Leader or a Manager? Will your team achieve for you? Let’s talk.

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.