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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.

Ready to dig deeper? Join us this fall at ICMI Contact Center Demo!

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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