2. Focus on Internal Motivation Factors Orit Avital, General Manager at Ottorita, suggests three practical methods for inspiring the contact center floor. What Role do Contact Center Managers Play in Inspiring Advisors? To be a successful Contact Center Manager, you need to be a leader. A Manager does not only manage Advisors through tasks, they[...]
Orit Avital, General Manager at Ottorita, discusses the importance of managing managers in the contact center to improve performance. Managing a contact center is a complex task that encompasses many types of management. Apart from advisors, you need to monitor the impact of team leaders, shift supervisors, managers, trainers and knowledge managers etc. on overall[...]
Orit Avital, General Manager at Ottorita, shares her advice on how to best support Team Leaders when managing Contact Center Advisors. A key role of the Team Leader is boosting Advisor happiness. It is the duty of the Team Leader to lead professional development processes for Advisors, support them during calls, maintain their motivation level[...]
In many organisations, the contact center is viewed as a sperate community. But, when it comes to recruitment, the contact center can learn from HR. We know that the highest internal churn rates occur during an advisor’s induction, onboarding and adjustment stage. However, if you have an orientation plan in place, like many HR departments[...]
There are many similarities between retaining advisors and customers. They are indeed defined as two separate challenges, but in practice, they are often reflected in one another. With this is mind, Orit Avital – General Manager of Ottorita – introduces five common service tools that are often used by contact centers for customer retention, before[...]
Orit Avital presents ten messages to share with the team that will help to improve managerial resourcefulness. 1. “Instead of telling me what’s impossible, tell me what’s possible” As Steve Jobs once famously said: “It doesn’t make sense to hire smart people and tell them what to do; we hire smart people so they can[...]
Orit Avital, General Manager at Ottorita, suggests three routines that managers should add to their schedules to continuously improve contact center performance. Contact center managers get up for work every morning and they will supposedly know what their day looks like. In practice however, there are always surprises. Contact center management routines are essential for[...]
Orit Avital shares ten tips for being more courageous in your decision making, with the aim of improving contact center performance. A person with courage is one who faces deterring situations and does not avoid them, in order to change reality. Contact Center Managers with courage, will know how to: Take a standpoint – In[...]
Orit Avital explains the basics of KPIs (Key Performance Indicators) before introducing us to KPAs (Key Performance Areas). What are Contact Center KPIs? In the contact center, we implement and assess the results of a number of different Key Performance Indicators (KPIs) to attain a picture of how well our operation is performing. We can[...]
Orit Avital introduces us to ten skills that every good Contact Center Manager will likely possess, before explaining why they are so important. Managerial skills are not qualities that you either have or don’t have, there is always a next level of development. Luckily, the contact center allows and requires you to constantly demonstrate these[...]