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Chai Domingo
Director, Contact Center
Eric Sherman
VP Business Development
Mahendra Setyawan
Division Staff
Annie Padayachee
Customer Service Director, South Africa
Scott Walles
Operations Manager

Article : Essence of a Leader

As people, we are each unique. But when it comes to work habits and practices, some of us may stagger towards the mundane habits of the average office manager. But some industry professionals break from the pack and bring a unique touch to their abilities that really set them apart and label them as true leaders.

Geoff Assing
Senior Support Operations Manager
Lone Wolf Technologies

"As a leader, I make certain that everyone understands the direction of the department. This is done with clearly defined goals and measurable objectives to help them understand what individual effort is needed to make the team successful. The fastest way up river is done when everyone is paddling in the same direction. But aside from the direction, I try not to provide exact steps required to get to the team goals as there is never one specific path. Rather, I give them the freedom to find their own solution while still guiding them towards the group's goal. As their leader, I want to empower them to think for themselves which is the key to building strong resources."

About Lone Wolf Technologies

Even after 28 years, at Lone Wolf Technologies, we’re having fun connecting real estate and technology–combining our tech expertise with your real estate experience to make technology work the way you... (read more)
Masood Ibrahim
Associate Manager Client Services
i2c Inc

"No matter what happens always keep your cool....Plus we never order agent's around, we always suggest what the agent can do. We work as friends and always lead by example."

About i2c Inc

A pioneer in prepaid processing, i2c’s card processing solution makes it possible for its clients to get new products to market faster, tailor programs for specific segments and offer a variety of ver... (read more)
Christine Ashworth
Head of Customer Service
Zendor GSI Commerce
United Kingdom

"I have no idea, you'd have to ask my team!
I am sure that all leaders want to feel they do something great or different the truth iss't what you believe its what your team believe."

Jason Snell
Assistant Manager
United States

"I work hard to treat my employees as complete people and not simply drones who will leave everything else at the time clock. I expect that they meet the numbers we have set for us to meet but I try to provide them assistance in clearing whatever hurdles they have between themselves and those goals."

About Elavon

Elavon Inc is a processor of credit card transactions and a subsidiary of U.S. Bancorp. Elavon delivers merchant processing in more than 30 countries and supports the payment needs of more than 1,000,... (read more)
I Aminarti Widiarti
Vice President Banking Contact Center
PT Bank Mandiri (Persero) Tbk

"Managing people as well as managing the customer expectation."

About PT Bank Mandiri (Persero) Tbk

Since its inception, the bank has worked hard to create a strong management team and professionals who work based on the principles of good corporate governance which has been internationally recogniz... (read more)
Richard Upson
MI & Reporting Manager - Customer Experience
National Australia Bank
United Kingdom

"Take time to listen, try to understand the subject and give an open honest response when I know what is being communicated, even if it is only to confirm understanding."

About National Australia Bank

National Australia Bank’s UK organisation.
Linda Chando
Vice President, Call Center Services
Cybercity Teleservices (Philippines) Inc.

"As we grow and expand it is critical to maintain and nurture our community of family and teamwork, everyone matters. To this end, I continue to write personal thank you notes to members of the team for outstanding results. (ie winners of our yearly attendance promotion/qa awards/outstanding results awards) I continue to facilitate the frontline leadership series (4 - 4 hour sessions discussing leadership principles) for all newly hired supvr. This way I get to spend 16 hours of interaction time with all supvr at all sites, this helps establish relationships that give the team a mentor interaction and allow me to know the frontliners that drive the business."

Michael Clark
General Manager - Contact Centre
Workplace Authority

"I think most of what I do is common to all leaders in business, not just contact centres. I try to empower my team, I believe in open and forthright communication, I encourage a focus on staff satisfaction. I try and best utilise the strengths of my team and will get them working out of their comfort zone where I can. If they are successful, then I am successful."

Deborah Cahill
United States

"Our contact center is unique because it is not your typical transaction factory where the caller calls in with an inquiry and the question is answered. We are dealing with customers that have facility maintenance issues, so we need to help them accurately diagnose what the problem is, help them (through guideline text) to resolve the issue and if not resolved, send a maintenance technician to perform repairs. Tracking the request to completion is another aspect of the business that is different, because some can take months to resolve."

Andres Haddad


Neil Barnes
Io Speech Analytics Ltd
United Kingdom

"We always try to "close the loop" on every action and promise, we hold each other to account regardless of position, title or rank and, because of this, we truly work as a team. We take responsibility for our communication to others, for others communication to us and for others communication to others. This can be a difficult concept to grasp but it means that, in the work environment, we are all involved and focused on the task in hand."

Sami Bahrawi
Managing Partner
Saudi Arabia

"a strong focus on agent job satisfaction executed through a flat management hierarchy. this method will ensure the key resource of the company, the agents, are productive and connected to the company via more than a paycheck. no issues facing agents are to small, and the environment is transparent and posative."

Larry Eiser
VP, Call Center Operations
Duke Energy
United States

"Very casual open-door "no stripes" environment. I get alot of energy and value from regularly meeting with front-line employees."

About Duke Energy

Duke Energy, headquartered in Charlotte, North Carolina, is an energy company with assets in the United States, Canada and Latin America. It was founded by James Buchanan Duke.
Teri Melone
Manager of Outsourced Call Center Ops
The Home Depot
United States

"Design leadership circles with all levels of employment that elicite info, ideas, troubles, etc. Then act on fixing these, with the help of the people that shared these with me."

About The Home Depot

he Home Depot is an American retailer of home improvement and construction products and services. The Home Depot operates 2,193 big-box format stores across the United States (including all 50 U.S. st... (read more)
Elyse Taylor
Head of Contact Centre
United Kingdom

"Give my team managers autonomy to make their own decisions"

Bruce Ratcliff
Project Manager
US Cellular
United States

"Don't know if it is unique, but really being out on the floor with the agents and being a part of the team. Often times this is not the case, management is in an office working on various things and never seem to be in touch with agents or even the customers."

About US Cellular

United States Cellular Corporation, d.b.a. U.S. Cellular, is a regional carrier which owns and operates the fifth-largest wireless telecommunications network in the United States, serving 4.7 million... (read more)
Tina Ufeli
Due Season Enterprises


Robert Mensah
Public Relations Officer
Ghana Customs Service

"I share information with subordinates to make real team work"

Tengku Ayufeira Tengku Abraham
Call Center - Manager

"Creating fun environment and stress free for the agents . Appreciating them through performance bonus and rewards."

About Celcom

Celcom Axiata Berhad, formerly Celcom (Malaysia) Berhad, is a subsidiary of Axiata Group Berhad. Celcom Axiata Berhad provides mobile communication services for customers in Malaysia. It offers voice... (read more)
Elaine Del Rossi
Client Experience Officer
HTH Worldwide
United States

"I meet with my staff and managers every evening to have the staff share with me and each other what each one did that day to WOW the customer. The group then decides who did the best job for that day and that person is given the "Make a Difference Star" to wear the next day. Anyone who earns 5 Stars in a month, gets a gift certificate. The feedback from the group indicates that they really look forward to these short meetings at the end of every day. The sharing between the staff helps to motiviate people and give them ideas"

About HTH Worldwide

HTH Worldwide helps world travelers gain access to quality healthcare services all around the globe. HTH combines ongoing research, a contracted global community of physicians and hospitals, advanced... (read more)
Patrick Flanagan
Vice President - Customer Sales & Services
Carnival Australia pty ltd

"Visibility of senior management. Senior managers need to be visible on the floor frequently. This helps bridge the gap between fron line staff and executives, given the executives a better understanding of the call centre dynamics and demystifies the executive team."

About Carnival Australia pty ltd

Carnival is a global cruise company and one of the largest vacation companies in the world with a portfolio of 11 distinct brands comprised of the leading cruise operators in North America, Europe and... (read more)
Khaled Ramadan
VP - Head of Digital Banking
Bank Aljazira
Saudi Arabia

"We take care of our people, we have built an integrated chain of Recruitment, Training, Development and Motivation."

About Bank Aljazira

Bank AlJazira (BAJ) is a Joint Stock Company incorporated in the Kingdom of Saudi Arabia. BAJ commenced its business on October 9, 1976. BAJ is recognized as a Shari'ah compliant financial institution... (read more)
Cheryl Vanditelli
Manager Alt Channel Underwriting

"I believe I am different because I know about 90% of our team nationally and I can tell you what motivates each one. This is important when you are driving a culture of engagement."

About Scotiabank

At Scotiabank Atlantic Contact Centre, our success truly depends on our greatest resource – our people. We are motivated by integrity, respect, commitment, insight and a contagious can-do-spirit and w... (read more)
Julio Moretti

"I don't believe that this is unique but I really work every day thinking about how I can increase my customers satisfaction. How I can increase the power of my team to do the best to attend the customers. This is very, very important!"

Diana Dewi

"Provide as much possible self service for customer"

About 168Solution

168Solution is a leading Consulting and Training of Contact Center, with proven approach and experience in Contact Center or known as Digital Interaction for Inbound and Outbound, Voice, Email and alt... (read more)
Anna Todd
Head of Operations
PlusOne Insurance Services
United Kingdom

"I am highly accessable & approachable; I share experience willingly and park my ego to ensure nuturing of ideas, people & relationships happens where every possible. I take strong self council to ensure I challenge myself to deliver as a leader."

Rehan Ur Rehman
Head of Support Center- Customer Operations

"Meeting with people at front end frequently and involved in day to day operations."

About Ufone

Ufone is an Etisalat Group Company that started its operations in January 2001. Since then, it has become a provider in innovation and has established presence in all the major cities, along with comp... (read more)
Ken Carosella
Partner / COO
SunSource America

"We listen, communicate and follow through on our commitments. If not, we will be just another big box vendor with no ownership or personality."

Akin Arin
Contact Center & Customer Care Group Manager
Back Up

"I listen to any comment of the staff and try to solve their problems. If staff is happy, that means customer is happy."

About Back Up

Back-Up is a membership company, founded in 2003 to provide comprehensive service solutions for almost any problem. Back-Up offers members a broad variety of services, including road assistance, home... (read more)
Rodrigo Borgia
C.R.M. Operation Manager

"To have a truly open door policy since day one."


About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Engage Your Agents!

Read today's tip or listen to it on podcast.

Published: Friday, July 24, 2009

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Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

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