{"id":46446,"date":"2021-02-02T18:22:12","date_gmt":"2021-02-02T18:22:12","guid":{"rendered":"\/us\/en\/blog\/?p=46446"},"modified":"2025-06-24T01:18:57","modified_gmt":"2025-06-24T08:18:57","slug":"ways-to-improve-your-contact-center-leadership-skills","status":"publish","type":"post","link":"\/us\/en\/blog\/ways-to-improve-your-contact-center-leadership-skills\/","title":{"rendered":"6 ways to improve your contact center leadership skills"},"content":{"rendered":"

As a contact center supervisor, your job is to motivate, coach, and manage agents. Yet, this role is more challenging than ever before. With the rise of the remote workforce, how can you improve your leadership skills so that agents are productive and supported in their roles, and customers have a positive experience?<\/p>\n

Tip 1: Choose a contact center solution that improves the agent experience and the customer experience<\/h2>\n

In the spring of 2020, governments issued stay-at-home orders to prevent the spread of COVID-19. Thousands of agents began working from home; T-Mobile made 12,000 of its agents remote<\/a>.<\/p>\n

It might seem that remote agents would be a recipe for disaster \u2013 supervisors can\u2019t walk the floor or talk one-on-one with agents who need it. Yet, in the case of T-Mobile, the transition for agents was successful. In fact, it led to an increase in NPS scores, a measure of positive customer experience.<\/p>\n

A positive experience for agents and customers alike is possible with the right cloud contact center solution<\/a>. The cloud enables agents to work remotely, and it also allows them to serve customers on multiple channels. Those capabilities create a better customer experience because they ensure business continuity for the contact center and they offer flexibility and freedom so customers can connect with your brand how they want.<\/p>\n

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\n Give your contact center agents the tools they need to communicate with your customers.<\/h3>\n<\/p><\/div>\n
\n\t\t\t\t\t\tLearn more<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n

Tip 2: Improve your emotional intelligence<\/h2>\n

As a contact center supervisor, it should be one of your goals to increase your emotional intelligence when working with your teams of agents. Emotional intelligence<\/a> (also known as EQ) is about being able to regulate your emotions as well as understand the emotions of others. It\u2019s also about being able to do or say the right thing at the right time; if, for example, an employee comes to you with news that his mother has passed away, the best response would be, \u201cI\u2019m so sorry for your loss. Focus on your family right now and take bereavement leave.\u201d Asking about when the employee is coming back to work is insensitive.<\/p>\n

Exercising your EQ can be difficult when managing remote agents. The lack of face-to-face encounters means you can\u2019t read their emotions as well. That\u2019s where a cloud contact center solution that integrates with a unified communications platform comes in. It offers such features as video conferencing, so you have the opportunity for face-to-face meetings, even if you can\u2019t be in the same room as your team of agents. Setting up video conferences (either on a regular or ad hoc basis) gives you an opportunity to connect with your agents so they feel less isolated.<\/p>\n

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The key to building a customer-centric team: Enterprise edition eBook<\/p>\n

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