Call Center Leadership Success with MBWA

Manage y Walking Around

Many of the top Call Center leaders use a process called MBWA.

Have you ever heard of this process?

MBWA stands for Managing By Walking Around and it is a great way to stay connected with your call center teams.

I actually learned about this method back in 1998 from a great mentor I had.  He used it on us and it worked amazingly well.  He stayed connected with all of the call center teams and at the same time he could assist, motivate and increase morale.

Watch this short video by Tom Peters explaining a little more about this process…

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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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