Your Pivotal Role: Frontline Leadership in the Call Center

Welcome to the world of frontline leadership! It s very different than what you were doing before. For that reason, the skills and attributes that you must bring to the job are very different, too. In this third volume of the Call Center Handbook Series, author Cliff Hurst equips new supervisors, team leaders and senior call center agents for the challenges of a leadership role by explaining: Why leadership is so critical in call centers Theories of Motivation: What makes your people tick? Time management: Where does your time go? How to improve your staff's performance through monitoring and coaching Trends that will influence the way you lead Yours is the pivotal role in the call center's operations. Whether your title is that of supervisor, coach, team leader or manager, your function is one of leadership. The success of your center depends on you. Other books in this series include an introduction to call center concepts and terms, and voice quality and conversational skills.