2007 Call Center Supervisor Best Practices
By Donna Fluss
Today’s call center supervisor is routinely expected to be a combination of expert service provider, coach, trainer, mentor, motivator and manager. Compounding this already significant challenge, supervisors are expected to put out daily fires, prepare reports for management and oversee agent performance across multiple channels of interaction, including telephone, e-mail and chat. In this demanding environment, it is difficult—but imperative—for often overextended call center supervisors to learn best practices and to acquire the skills and techniques that enable them to achieve and even exceed their goals.