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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