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by Ric Kosiba, Ph.D., President, Bay Bridge Decision Technologies - September 18, 2013

Top 5 Ways to Impress Your Boss (If You Are a Call Center Analyst)
by Ric Kosiba, Ph.D., President, Bay Bridge Decision Technologies

1. Help them avoid service meltdowns. Just like you, nothing is worse for your boss than to get a “what happened” call from their boss. Your goal is to help anticipate all of the potential service issues before they happen and try and head them off. For example, if you see that your center’s handle times are drifting up, up, and away from your handle time forecast, it is time to fix the operation, or to manage everyone’s expectation. Now!

2. Answer your boss’ what-if questions quickly. Nothing warms the cockles of your boss’ heart like getting answers to their questions and ideas quickly and accurately, except when you…

3. Proactively answer your boss’ what-ifs. Your boss loves to be the idea person. But the boss really does not have all the ideas! So by proactively showing them the answers to a cool and cost-saving business question, you tee up both a neat idea and the answer to it at the same time. Odds are, they’ll take credit with the super-bosses, but they’ll love you for it!

4. Keep the personnel issues at your desk. The bane of the call center executive is the agent complaints about schedules or other personnel issues. Can you handle them for the boss? The boss wants quiet time periodically, too.

5. Make your boss shine! Your boss wants statistics and reports that put the center network in a good light. Can you do some comparative analysis periodically? But only if it makes the boss look good!

Ric Kosiba is president of Bay Bridge Decision Technologies, a leading contact center decision support company. Visit them on the web at www.baybridgetech.com.