What does a contact centre team leader need to focus on today?
In this episode - the second part of our contact centre series - Bob and Jeremy explore how contact centre leadership is evolving. As AI and automation take on more of the reporting and admin, team leaders are being asked to focus more on coaching, performance management and customer experience.
They discuss common challenges in contact centres, from stepping into a team leader role and managing former peers, to balancing targets, quality and employee wellbeing.
There’s also a practical look at hybrid and remote teams, omni-channel working, and how strong coaching skills can improve performance across contact centre teams.
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