Call Center Employee Engagement Gone Bad

Call Center Leadership Mistakes

How Do You Take a top performing call center agent, that is fully engaged and achieving their goals on a consistent basis, and destroy all of that?

It’s hard to do but I see call center managers do it all of the time.  And you have to ask the question, is it that important to be right?

In this article I want to share a short story of “I’m in control” management that actually hurts call center supervisors and managers, when they engage in this type of call center leadership (or lack of.)

How To Turn a Top Performing Call Center Agent Into a Low Performing One

Obviously this is not the goal!

But it happens all to often.  Here’s what happened to one of the managers at a prestigious contact center, make sure you share this article so others don’t make the same mistake.


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About the Author: Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.

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