How Management and Agent Roles Are Changing

Aug 7, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Recently, I was reminded of an article that I wrote for ICMI “How Management and Agent Roles Are Changing.” The article discusses the relationship between specialization and generalization. Often, the end of the summer gives us a chance to reflect on the current state of things before a busy fall. Perhaps this will provide you with some food for thought as you consider ways to improve your center.

You can read the full article on ICMI’s website. Enjoy the rest of your summer!

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