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Article : Change Your View On What We Do

#contactcenterworld, @ms_frontline

Author: Joe T. Holt, Frontline Manages Services

Call centers in the US are often thought of as monotonous, low-skilled work environments that don't require much creativity or initiative. However, this couldn't be further from the truth. In fact, contact centers can be highly complex and demanding environments that require strong leadership skills to navigate successfully.

One of the key attributes of a successful call center leader is the ability to think outside the box. Out of the box leadership is all about breaking free from traditional ways of thinking and embracing new and innovative approaches to problem-solving. This style of leadership is especially important in call centers, where the ability to adapt quickly to changing circumstances can mean the difference between success and failure.

So, what are some of the key characteristics of out of the box leadership in call centers? Let's take a closer look:

  1. Creativity and innovation One of the hallmarks of out of the box leadership is a willingness to try new things and take risks. In call centers, this might mean experimenting with new approaches to customer service or trying out innovative technologies to improve efficiency and productivity. Leaders who embrace creativity and innovation are more likely to find new and effective solutions to the challenges faced by their teams.

  2. Empathy and emotional intelligence Effective leaders in call centers need to be able to connect with their employees on an emotional level. This means being able to empathize with their struggles and frustrations and providing the support and guidance they need to succeed. Leaders who possess a high degree of emotional intelligence are better equipped to manage the complex interpersonal dynamics that are common in call centers.

  3. Flexibility and adaptability Call centers can be highly dynamic environments, with constantly shifting priorities and unexpected challenges. Leaders who are able to remain flexible and adapt quickly to changing circumstances are more likely to be successful in this type of environment. This might mean adjusting schedules to accommodate changes in call volume, or shifting resources to address emerging issues.

  4. Strong communication skills Effective communication is essential in call centers, both within the team and with customers. Leaders who are skilled communicators are better able to keep their teams informed and motivated, and can more effectively manage customer interactions. This might mean providing clear and concise instructions, or simply being able to listen actively and respond to feedback.

  5. A focus on continuous improvement Out of the box leaders are always looking for ways to improve their operations and processes. This might mean implementing new technologies, revising policies and procedures, or simply encouraging their teams to think creatively about how to approach their work. Leaders who prioritize continuous improvement are better positioned to stay ahead of the curve and remain competitive in a rapidly evolving industry.

In conclusion, out of the box leadership is essential in call centers, where the ability to adapt quickly and think creatively can make all the difference. By embracing innovation, empathy, flexibility, communication, and continuous improvement, leaders can create dynamic and effective teams that are able to meet the ever-changing demands of the modern call center. Whether you are a seasoned call center manager or just starting out in your career, these principles can help you build a successful and thriving team.

#contactcenterworld, @ms_frontline


About Frontline Managed Services:
Company LogoFrontline Managed Services is committed to supporting a diverse workforce where business results are achieved through the collective skills, abilities and talents that drive our success. Through respect for one another, our clients and our business partners, we foster an environment of respect and fairness in all our business interactions. Together we are building a workforce for individuals who are like-minded in our commitment to exceptional customer service.
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More Editorial From Frontline Managed Services

Published: Wednesday, June 7, 2023

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2023 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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