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How to be a Better Contact Center Manager: Expert Advice from Karin Hurt

By Erica Marois, Karin Hurt | Date Published: March 22, 2016 - Last Updated August 22, 2018 | Comments

No management role is easy, but managing a contact center is especially stressful. The demands are high, the budgets are low, time is precious, and the job can feel thankless.

How do you move beyond just managing to leading? How do you inspire greatness, increase productivity, and develop future leaders? It doesn't have to be as stressful as you think! Last week I had the honor of interviewing Karin Hurt, author of Winning Well: A Manager’s Guide to Getting Results—Without Losing Your Soul.

Watch the conversation to learn:

  • Simple things you can do to improve employee productivity
  • Ways to motivate and coach millennials
  • How to foster trust and encourage open conversations in the contact center
  • How to best help teams adapt and thrive during times of change
  • How to build a mentorship program in your contact center

Join Karin at Contact Center Expo and Conference to learn more about effective contact center leadership. She'll be leading a half-day workshop: 7 Roles Every Contact Center Manager Must Master. Register using code WINWELL for $200 off any conference pass.

Bonus: Check out the persuasion model that Karin mentioned in the interview

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
Karin Hurt, author of Winning Well

Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. Karin was named on Inc.'s list 100 Great Leadership Speakers for 2018 and the American Management Association List of 50 Leaders to Watch. She's the award-winning author of two books, Winning Well: A Manager's Guide to Getting Results- Without Losing Your Soul, and Overcoming an Imperfect Boss. She's regularly featured in business publications including Fast Company, Entrepreneur, and Inc.

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