Your role as the executive of any contact center is like nothing you’ve ever done before. If you grew up in the contact center environment, then the role of “executive” is new to you. If you were an executive in another division and are now responsible for a contact center, then get ready for a strange and wonderful ride! The executive in a contact center has unique responsibilities and duties. Learn how you drive the contact center experience of your membership and your agents, while promoting the value of your organization to other divisions and your leadership.

1. By the Numbers


2. Driving the Member Experience


3. Leading the Team- “The Vitali Code”


4. Promoting the Value