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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?
The ICMI Book Club recently read Karin Hurt & David Dye's book Winning Well, which addresses many of these challenges. Last week we hosted a live Q&A with Karin & David! This two-minute video shares some of their best advice. Watch it below and then share your reactions and suggestions in the comments! How do you win well? Let us know.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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