What is the Role of a Call Center Manager in a Changing Contact Center Landscape?

I’d like to speak to your supervisor: seven words that can make even the most stoic contact center agents start to sweat. Not only can this suggest underlying issues within your organization are negatively impacting customer experience, but it also disrupts workflows from top to bottom.

Fortunately, a number of innovative contact center solutions have entered the marketplace, empowering agents to curb the frequency of these types of interactions. Intuitive self-service features make it easier for customers to resolve simple issues. At the same time, eLearning, automated coaching and real-time analytics help agents continually hone their skill sets. This can help in two ways: agents will become more adept at diffusing challenging customers on first contact. Similarly, continual education will allow certain agents to become experts more suited for complicated matters.

The emergence of innovative new contact center solutions is, in essence, transforming the role of agents so that they can now manage their own way through challenging interactions. So as requests to speak to supervisors starts to decline, contact center leaders must ask themselves: what is your role as agents become empowered to autonomously resolve complex customer service requests?

Commit more time to business intelligence

Contact centers are a wealth of customer data. If you can make sense of your data, it can be used to drive sales or service initiatives, learn more about your target audience, and a variety of other ways that can drive sustainable long-term growth. Without a point person spearheading a campaign to take advantage of that information, key data could be overlooked or mishandled. Managers act as a conduit for the contact center and the rest of the organization, so they are a logical choice to take the helm.

Provisioning workloads

If you don’t have enough agents in place to field calls, there is a greater likelihood that impatient customers will demand to speak with a supervisor. If agents can continue to offload responsibilities from their managers, this will give contact center leaders more time to commit to provisioning workloads. Managers with extra time on their hands can commit more resources into forecasting and scheduling, perpetuating conditions that will ensure fewer call transfers.

From enforcer to mentor

They say that you catch more flies with honey than vinegar, and your agents are no different. Overextended managers are often too busy to engage with agents unless there is an issue that has to be resolved. Empowering your agents will free you up so that you don’t have to simply act as an enforcer, making sure agents are doing their jobs. You’ll have more time to sit side-by-side with them, understand what needs to change, how you can improve, and provide them with mentoring that will keep agents engaged and effective.

To learn more about the innovative contact center solutions transforming customer service today, check out Aspect