As a manger of a contact center there is always the risk that your team may feel you are not involved enough, but have you ever considered that - may be - you get involved too much? Do you make decisions/comments without the full picture – a “Knee Jerk” reaction to issues? I have seen plenty of cases where this does more harm than good. Their confidence may suffer and they avoid taking ownership as they rely more heavily on management. Instead of reacting on the spot, assess the situation. Does it need to be resolved there and then? Can the team leader or agent resolve it? Your team probably just need a bit of patience and guidance and they will find the answers themselves, so give it to them. Whilst this method may take a little more time to resolve an issue the results are more beneficial - a confident and well motivated team who take ownership, leaving you to concentrate on the tougher issues (like where to have the summer BBQ!).

ContactCenterWorld.com