Good leadership lies at the center of contact centre services. Customer is always prioritized over personal needs. Diligent coaching seen as one of the most effective methods of service improvement and center operation. It is the real life experience that really matters, irrespective of the amount of text book knowledge applied. Great leaders have the ability to remain calm under pressure. They should be ready to take on situations which are new and unprecedented. They should be business minded and focused on the organization’s objectives. As contact centers are dependent on technology, the leaders should have fluency over tech gadgets. Read more at: https://www.customercontactweekdigital.com/agent-engagement/articles/10-skills-all-great-contact-center-leaders-need