Communication conflicts are common occurrences in an active contact center environment. A contact center personnel cannot escape the daily dealings of customers who possess diverse backgrounds, diverse opinions and ultimately, diverse communication styles. The potential differences between the personnel and his/her customer may lead to unwanted hostility in their communication, which may then lead to the customer interpreting the conflict as a negative service experience.
No contact center manager or personnel would ever want to come across such uninspiring feedback. Often times when such situations arise, the contact center manager is left with no further options but to foot the blame and responsibility; especially when his/her personnel is to be faulted. The manager is without doubt, responsible for the performance and competency of his/her subordinates.
Our Certified Contact Center Manager Program responds to this common alibi in contact center environments. We are providing Managers across the industries with a comprehensive eye-opener into the international best practices of contact center management and the most effective tactics to deal with volatile customer situations.
Our details are as below:
Program Title: Certified Contact Center Manager
Date: 8th - 10th April 2008
Venue: JW Marriott Kuala Lumpur
Contact: Mindie Sai (03-77282623, mindie@atcen.com).
Further program information can be retrieved from http://www.atcen.com/
3 comments:
When is this happening?
Contact Center Mangers will need to understand the critical importance of their responsibility towards their people. I agree that communication is key and it comes from a clear and distinct understanding of what is required of an competent contact center manager. The problem today is majority of the contact center managers do not come from a contact center background.
Contact center leaders must lead by example. We recently did a teambuilding for a financial institution and things were just too funny. The leader in the organization had wanted us to do something but at the end reneged on her words.This will cause the contact center to continue living in a lie and in turn will cause crisis.
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