The document discusses the qualities and skills needed for contact center managers in the future. Tomorrow's contact center manager will need to have a clear vision, be articulate and persuasive to create compelling business cases. They must be customer-focused, empathetic, and able to coach and lead teams while driving innovation. Additionally, future contact center managers will need to be technologically savvy, able to pioneer new digital solutions, and leverage data analytics to provide insights that drive business performance.

1. Tomorrow’s
Contact Centre
Manager
Inspired by our research on Tomorrow’s
Contact Centre, we have begun to socialise the
discussion on what Tomorrow’s Contact Centre
Manager will look like.

2. Drivers of Change
Clarity of Vision
Articulate
Persuasive
Customer Focused
Empathy with Customer
Experience Driven
Passion for Excellence
Coach & Leader
Direct Change
Instil Passion
Bring out the Best
Innovator
Creative
Strive to Differentiate
Passionate about Brand
Technologist
Tech Savvy
Pioneer
Digitally Connected
Analytical
Financially Aware
Metric Driven
Appetite for Insight
The DNA
of
Tomorrow’s
Contact
Centre
Manager

3. The DNA
of
Tomorrow’s
Contact
Centre
Manager
Drivers of Change
Clarity of Vision
Articulate
Persuasive
“The Contact Centre Manager of the future must be able to write business
cases and be able to take them, successfully through the business. This
requires a combination of clear vision, good business reasoning, good
persuasive skills and above all a good dollop of indomitable spirit.”
Jonty Pearce, Call Centre Helper
“Tomorrow’s Contact Centre Manager will no longer achieve what
they can from what they have, but will strive to achieve what is
possible from what is now available.”
Brian Atkinson, Cisco
“With a greater focus on customer experience, Tomorrow’s Contact
Centre Manager needs to be able to create a new kind of business case
through a new kind of business model.”
Morris Pentel, Customer Experience Foundation
“Tomorrow’s Contact Centre Manager needs to prepare and
articulate a compelling business case at Board Level which is aligned to
core issues and language at this level – the P&L, Balance Sheet,
Stakeholder Value and Competitive Differentiation Benefits.”
Mike Havard, Ember Services

4. The DNA
of
Tomorrow’s
Contact
Centre
Manager
Technologist
Tech Savvy
Pioneer
Digitally Connected
“Mastering new digital channels, influencing consumer behaviour
and understanding how big data initiatives can integrate different forms of
customer insight will be vital for the contact centre manager.”
Marcus Hickman, Davies Hickman Partners
“The need for innovation is now more critical than ever in the connected,
omni-channel world of mobile and digitally-enabled customers.”
Mike Havard, Ember Services
“Tomorrow’s contact centre manager needs to be digitally connected;
embracing Social Media as a core part of customer engagement and
the customer journey.”
Matt Tomlinson, Touchbase
“With senior management looking for cost efficiencies,
better performance, more sales, and higher levels of customer
satisfaction – I can’t think of any area that could deliver
more potential than technology.”
Paul Cooper, ex-Director at Customer Plus