Supervisor Support is the Key to Contact Center Success – A Simple Strategy to Align Frontline and Senior Leaders
CCNG
AUGUST 21, 2021
There is a vast body of research exposing the direct link between strong frontline leaders and higher levels of workforce engagement, retention, and business success. But despite the evidence and the voices of determined team leaders around the globe, contact centers have been slow to acknowledge this connection and that the outdated approaches, processes, and technologies currently in use won’t deliver success in today’s highly competitive, rapidly evolving, labor-constrained digital age.
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