Developing call center management: Step 2, Taking note

You’ve completed the process of selecting management candidates to develop from your pool of Brand Specialists (See Step 1 in yesterday’s Blog). Now it’s time to move to Step 2, which follows:

Step 2. Observe. Design focus groups on such topics as Team Improvement to observe the candidates’ abilities. Observe characteristics such as:

  • The degree to which the candidate is able to identify job improvements
  • Their individual acumen to address a range of issues
  • What customer experience means to them and how they react to customers
  • Whether they are consistent, confident, capable and articulate.


See Step 3 in tomorrow’s Blog.

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