Tomorrow's Contact Centre Manager
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The document discusses the qualities and skills that will be required of contact center managers in the future. It identifies that tomorrow's contact center manager will need to have a clear vision, be articulate and persuasive, have a strong customer focus and empathy for customers, be experienced-driven and passionate about excellence. They will also need to be a strong coach and leader, able to direct change and motivate others, as well as be innovative, creative, and passionate about differentiating the brand. Additionally, tomorrow's contact center manager will require technical skills and an analytical mindset to leverage new technologies and data, and have a solid understanding of financial metrics and insights.
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Tomorrow's Contact Centre Manager
- 1. Tomorrow’s Contact Centre Manager Inspired by our research on Tomorrow’s Contact Centre, we have begun to socialise the discussion on what Tomorrow’s Contact Centre Manager will look like.
- 2. Drivers of Change Clarity of Vision Articulate Persuasive Customer Focused Empathy with Customer Experience Driven Passion for Excellence Coach & Leader Direct Change Instil Passion Bring out the Best Innovator Creative Strive to Differentiate Passionate about Brand Technologist Tech Savvy Pioneer Digitally Connected Analytical Financially Aware Metric Driven Appetite for Insight The DNA of Tomorrow’s Contact Centre Manager
- 3. The DNA of Tomorrow’s Contact Centre Manager Drivers of Change Clarity of Vision Articulate Persuasive “The Contact Centre Manager of the future must be able to write business cases and be able to take them, successfully through the business. This requires a combination of clear vision, good business reasoning, good persuasive skills and above all a good dollop of indomitable spirit.” Jonty Pearce, Call Centre Helper “Tomorrow’s Contact Centre Manager will no longer achieve what they can from what they have, but will strive to achieve what is possible from what is now available.” Brian Atkinson, Cisco “With a greater focus on customer experience, Tomorrow’s Contact Centre Manager needs to be able to create a new kind of business case through a new kind of business model.” Morris Pentel, Customer Experience Foundation “Tomorrow’s Contact Centre Manager needs to prepare and articulate a compelling business case at Board Level which is aligned to core issues and language at this level – the P&L, Balance Sheet, Stakeholder Value and Competitive Differentiation Benefits.” Mike Havard, Ember Services