Call Center Leadership
Executive Call Center Leadership and Performance Management are a passion of mine…
Ever since I’ve been in this industry (since 1990) I’ve noticed that true call center leadership and effective performance management is rather thin. Well let me step back because making that statement is not completely fair or accurate.
…let me explain.
As with any industry the competent and the results driven individuals get promoted quickest. This creates two challenges.
- You are hard pressed to make leadership development stick – too much change;
- Performance management takes on the start/stop, here today gone tomorrow – inconsistent application of results driven coaching.
I’ve created several sites that specifically address call center performance. In fact, I have rolled out a video series that addresses call center issues and the solutions that help address them. You Can See the details below:
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| CallCenterCafe.com | Call Center Games | Performance Videos | Call Center Best Practices |
So why am I qualified to offer tips and tactics on call center performance?
That is an easy answer. I have a proven track record in the following areas:
- Call Center Performance Management;
- Business Development;
- Vendor Management;
- Vendor Selection;
- Relationship Management.
My credibility has been established through past performance. I’m sure you’ve heard the phrase…"Past Performance Is The Best Predictor of Future Performance."
If you would like to learn more about my experience, then please visit my LinkedIn profile and connect with me or by requesting my resume through my Contact form.
Thanks!
