Managers Share Secrets of Success

CS: If you were training a new contact center manager, what advice would you offer?
Schneider: Be passionate about giving excellent internal and external customer service. … One thing we do that’s very helpful: We shut down our call center for an hour and a half a week, sending calls to Donnelly. During that time, we have a meeting with the reps, and that’s really helpful, because it’s so tough in a call center to be able to get everyone in one room at one time. During the meetings we recognize people’s accomplishments, celebrate them, ask questions, get feedback and provide training.