Ellen Christenberry October 22, 2020 When I worked my first customer-facing job, I was on the verge of quitting every other week. The pay and benefits were good, the hours were flexible, many of my co-workers were fun. So what was the big deal? My supervisor. While I liked my supervisor as a person, and … Continue reading How to Coach the Coaches: What You Can Do to Improve Your Coaching Skills to Help Supervisors and Agents Boost Satisfaction in Your Contact Center
Tag Archives: Supervisors
Helping New Supervisors and Managers Achieve “Flow”
Eric DouglasSeptember 21, 2015 Why is the concept of “flow” important? The reason is simple. People who are in a state of flow do their jobs better. They show a high level of focused attention and intrinsic satisfaction. As a result, they are both happier and more effective. According to the author Mihály Csíkszentmihályi (“Flow: The … Continue reading Helping New Supervisors and Managers Achieve “Flow”
How Adaptability Leads to Leadership for Contact Center Supervisors
Daniel JamesSeptember 14, 2015 There’s no shortage of paramount personality traits to seek out in your contact center supervisors, and chief among those is leadership. And leadership is a fluid quality in a person – just typing “what makes a good leader” into Google can yield thousands of articles, all with different bits of advice … Continue reading How Adaptability Leads to Leadership for Contact Center Supervisors
Experienced Supervisors Vs Mandatory Training
Marcy MaslovMarch 25, 2015 You receive an email from Big Boss requiring you to complete mandatory supervisor training by the end of the month. You reply that you’re exempt since you’ve been a supervisor for more than 20 years. How does this attitude affect the ethics of your team and organization? -e-Factor!® scenario Why do … Continue reading Experienced Supervisors Vs Mandatory Training
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