10 Pieces of Advice for New Contact Center Managers
Empowering contact center excellence for 30 years!

10 Pieces of Advice for New Contact Center Managers

Landing a new management role is both exciting and nerve-wracking.  Managing a contact center for the first time can feel downright daunting. Tight budgets, high expectations, and an air of unpredictability can make even a veteran manager feel overwhelmed. Whether you're new to management or new to the contact center, here are a few tips from leaders within the #ICMIchat community.

Looking for even more insight? Read through the full chat recap, or join us at an upcoming ICMI Training Symposium

Topics: People Management


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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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