UPDATED FEBRUARY 2020:
The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success.
Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job.
Those with this special ability often create an experience that pleases customers and agents, without exceeding their budgets; a truly remarkable feat.
Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them
Just like me, you probably remember dozens of random 1-800 phone conversations with Johns, Jacobs, or Janes. They have called us from contact centers in the middle of the work day, when we ourselves were working on getting through that jerk chicken during a barely 15-minute lunch break. If I am not wrong, then it is safe to say that nine out of 10 times, we have hung up after the robotic, brief introduction and then wondered why they bothered calling us in the first place.
Call centers get a bad rap for being stress inducing, soul sucking, and just plain dreadful places to work. That may be true for some, but if you’re a savvy call center leader, making the most of your work, and walking away from each day unscathed, is completely possible. Not all of us know the secret to keeping a positive and productive outlook at work, but thankfully we have the Internet for that. 
Contact center operations and the technology that’s used to aid the experience has progressed tremendously over the years (See 
Bloggers conversing about the call center space will often write about how to make an agent’s work-life more enjoyable. They do this because call center agents get the short end of the stick when dealing with difficult individuals – we get that. But what about call center managers? We’re forgetting about the people who are managing those agents and are faced with making difficult decisions every day.
It can be tough to maintain a healthy diet while working in a call center, but a balanced lifestyle is extremely important for those doing deskwork. According to researchers at the University of Leicester sitting at a desk and typing at a computer can raise your risk of developing 
If only improving the performance of your call center was as easy as implementing a few “tricks”. The reality is that most companies look at the call center as a “cost center”, something that adds expense without generating revenue. Accordingly, call center managers are frequently told that they need do to “more with less”, making it increasingly difficult to improve the service they deliver. (You might as well pull a rabbit out of your hat for all of the good that does.)
With the explosion of content available today, I think it’s easy to feel overwhelmed. As a contact center manager, you have limited time in your day to digest all the external reports available. Wondering how you can use your time more wisely to read the most meaningful and insightful reports? Well, you came to the right place.
There are few work environments as stressful as the call center. Among the daily requirements for managers … dealing with angry customers, strict work schedules, and satisfying management whose expectations constantly increase while operating budgets are cut.
