Published: March 29, 2017 | Comments
Managing a contact center isn't easy. You’re tasked with meeting customer expectations, juggling team goals with corporate objectives, and expected to do more with less. You know culture and morale are important, but you're tasked with driving performance. This balancing act can feel overwhelming, and can often lead managers to unintentionally encourage the wrong behaviors. The end result? High attrition rates, burnt out staff and incredible levels of stress and conflict. Sound familiar?