Overview

76% of customers will be loyal to a brand if they feel heard and appreciated. This is one of many reasons why you need a well-led contact center! The fact is that no business can maintain consistent profits and growth without a highly effective and productive team. It just won't work. Your customers need to feel like they're interacting with empathetic and real people, rather than a soulless brand. But for any team to succeed, its leader must be capable and informed. They can't just wing it or try to bend team members to their will. So, how do you make sure your team is developed and motivated enough to keep clients happy while meeting all the KPIs and performance metrics? All the answers are in this book. Learn about various effective leadership and management styles, strategies, and the correct recruitment approaches for your team in this book. Inside Leading a High Performing Contact Centers and Teams, you'll find answers to such questions as: How can I strike a balance between empathy and getting results? How can I effectively manage a remote team? What are the factors that influence recruitment? Why is emotional intelligence important? What is change management and performance management? How can I tell that my leadership style and strategy are working? And so much more! This is an engaging and insightful book for the modern leader who just wants the best for their team, business, and customers. If this is you, hurry now and get this book!

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