Managers Share Secrets of Success

Also, we’ve moved the call center twice in the past four years, and yet customers weren’t impacted at all by that. And we did all of that moving of people and technology while keeping everyone sane and productive.

CS: What was the most important lesson in call center management that you learned?
Schneider: As a manager, you really are the barometer for the call center. A call center is full of people who can affect your customers’ shopping experiences. So as managers, we want to be sure we’re listening to reps, laughing with them, celebrating their successes, watching and measuring their performance. My attitude on any given day can be transferred via the reps directly to customers. So I have to be sure I’m upbeat, happy and full of energy.