It’s time for those on the frontlines of contact center management to start reporting on themselves — good or bad. Unlike the classic annual review where the “boss” reviews the performance of the employee, contact center management should consider reviewing themselves and produce an annual report. Publicly traded corporations produce a mandatory annual report. Why shouldn’t contact centers do the same thing? It’s well known that contact centers often have a tough time gaining the attention and, unfortunately in some cases, the respect of corporate management. This brilliant idea of producing a contact center annual report should become a “must-do” for all contact center management. After all, what better way to be heard? The key is to do this in the absolutely most professional manner; otherwise it will be dismissed or, worse, have the opposite impact of its intention and backfire. This issue provides a comprehensive compass to doing this correctly.

Linda Driscoll-Dobel