Frontline managers play a critical role in any contact center, directly impacting employee engagement, performance, and ultimately, client retention. However, current challenges – difficulty accessing data, limited professional development, and competing business priorities – hinder their ability to effectively coach and support their teams. This session will delve into the strategic importance of the frontline manager experience in today’s AI-driven contact center.

This session will showcase how leading enterprise organizations can demonstrate the measurable benefits of a well-defined frontline manager experience on key metrics like employee retention and client satisfaction. Join us and gain actionable insights to elevate the supervisor experience, ultimately unlocking improved operational efficiency and a competitive edge in this new era of AI-driven contact centers.

Takeaway

• Data-Driven Strategies: Explore practical methods to equip managers with seamless access to performance data for informed coaching conversations.

• Investing in Leadership: Discover how targeted development programs can empower managers to foster high-performing teams and mitigate high turnover.

• Prioritization and Efficiency: Learn strategies to balance competing demands and optimize manager workflows for maximum impact on team performance.

• Real-World Examples: