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How to Help Agents Develop Leadership Skills

By Erica Marois | Date Published: April 20, 2018 - Last Updated December 03, 2018 | Comments

Employee turnover is a top challenge for many organizations, but attrition is especially prevalent in contact centers. So, when your business is volatile and growing at a breakneck pace, how do you consistently create and maintain a robust leadership pipeline of "ready now" leaders? One piece of the equation is agent development. Watch this quick video to see ideas from #ICMIchat.

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Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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