This One Word Unleashes Contact Center Peak Performance


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People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? In my 20+ years in the contact center industry, the past three years elevated this one word to utmost importance. This word is now more important than any other word. And if your supervisors don’t have it, your entire frontline staff will never reach peak performance.

In our rapid paced contact center environments, we must have “focus”. The performance of your frontline is the difference maker. And supervisors need to focus on the right tasks that will lead the frontline to your goals and business objectives.

“This ONE WORD unleashes contact center peak performance.” Click to Tweet

To help supervisors focus on the right tasks, they need good tools, frameworks, and processes.

When I was a manager, I used to help developing managers build their own frameworks, tools, and processes. Because we knew that the most successful supervisors are both efficient and effective.

Needless to say, what I helped them build was not supported by automation. It was more of a set of instructions to follow and directions on what to do and what tools to use. It was more of a set of standard operating procedures for supervisors.

“You need to automate contact center supervisor activities.” Click to Tweet

The one thing I wish I had was a performance management tool that pulled everything together and helped to automate our tasks, so we could focus better.

All of this came flooding back to me when I met Craig Preston of Education Folder at Call Center Week. Although not initially. It took me a few minutes to figure out the connection between his company’s name and what his solution does.

But when I did, I could immediately see the value in using a tool like Education Folder to obtain peak performance.

Coaching and training agents is a vital role that supervisors must perform to obtain peak performance. But daily management issues often prevent these activities from happening. Supervisors need to have the resources and tools to create well-trained, empowered and motivated teams.

“This prevents contact center supervisors from developing their team.” Click to Tweet

Education Folder is an integrated performance management tool that combines quality assurance, training, coaching, task management, and a knowledge base so contact center supervisors can better focus on what they need to do and when to do it.

Supervisor Performance Variance

Flying blind is not fun. As a contact center manager, I was always trying to close performance gaps among my supervisors.

“This is how to stop flying blind as a contact center manager.” Click to Tweet 

A few had teams that were successful at every key performance metric and their agents were engaged. Most others had some (or many) areas that needed their focus and support.

I needed to be able to help them improve in those areas. But I was unable to see what activities and tasks they conducted to properly diagnose, coach, and track their activities.

Education Folder allows managers to see all their supervisors and how many coaching sessions they’ve conducted for a given time period. If you have a particular problem in your contact center you can review how many coaching sessions have been conducted by supervisors. Then you’ll better understand the impact coaching has on moving key metrics.

“This is how to track contact center supervisor activities.” Click to Tweet 

Are you ready to automate FOCUS?

Keeping focus manually is hard. With the crazy fast paced contact center environments it’s unreasonable for a supervisors to keep all their activities on track. If you’re ready to fix it, contact Craig Preston at craig [at]

Watch and learn about more contact center solutions now.

Republished with author's permission from original post.

Jim Rembach
Jim Rembach is recognized as a Top 50 Thought Leader and CX Influencer. He's a certified Emotional Intelligence practitioner and host of the Fast Leader Show podcast and president of Call Center Coach, the world's only virtual blended learning academy for contact center supervisors and emerging supervisors. He’s a founding member of the Customer Experience Professionals Association’s CX Expert Panel, Advisory Board Member for Customer Value Creation International (CVCI), and Advisory Board Member for CX University.


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