Superb Contact Centers don’t happen by chance — they stand on the strength of their leadership.
At OmniTouch, we equip Contact Center leaders with the knowledge and tools to manage operations, people, quality, and leadership — the four foundations that make a Contact Center thrive.
This article is part of our Essential Guide to OmniTouch Training Programs.
A Beautifully Set Dining Table
My mother was an interior designer. She loved setting beautiful tables with fine china and fresh flowers.
But do you know what no one noticed? The four legs underneath — the foundation holding it all up.
Contact Center leadership is the same.
All the great Customer, Employee, and Organizational outcomes you see? Those live on top of the table.
But the foundation underneath — the legs that hold it all up — that’s the work of the Contact Center leadership team. And their success depends on what they know and how well they apply it.
The Foundations of Strong Contact Center Leadership
In our training and consulting, we’ve found that strong Contact Center leadership consistently stands on four foundations — like the legs of a table.
Operations Management
Operations ManagementCenter dynamics, capacity planning, KPIs, and the relationships that matter between efficiency and service quality. Leaders who master this domain know how to steer the Center’s performance with clarity — including understanding their Agent experience better.
To evaluate your basic operations know-how, we share 15 Quiz Questions on Contact Center Operations Management.
Quality Management
Quality ManagementDefining service standards, building measurement systems, and bringing a Service Vision to life. Quality coaching sits here too — because when it’s done well, it not only improves Customer outcomes but also builds trust with Team Members.
We’ve written extensively on coaching including this article, When You Coach You’re Either Helping or Keeping Score.
People Management
People ManagementHiring, onboarding, coaching, motivating, and having great conversations with the individuals who power the Center.
And where should new and experienced Managers spend their time? The answer matters.
If you’re focused on building stronger Team Leaders, you may find our two-part series Help Your Contact Centre Team Leaders Do Better useful.
Leadership & Business Management
Leadership & Business Management
Crafting a meaningful vision for the Contact Center, selling the Center’s value to senior leadership, and prioritizing the 20% of actions that drive 80% of results.
While at the same time, understanding trade-offs and financial impact. This is where leaders align their Center with the wider organization.
We’ve written this article on How Team Leaders Can Talk Like a Leader.
Why Contact Center Leaders Need This Training
People didn’t go to school to learn this. And while learning it ‘on the job’ is a pretty hit or miss way to master a business discipline.
What Makes OmniTouch Different
We came up through the Contact Center industry ourselves. Our programs are practical, global, and real world-tested — used in more than 75 countries across industries.
One of our global Clients introduces us a practitioners, not trainers. And Participants consistently tell us that they’re learning experience with us is the best they’ve ever had, on any topic.
We give Contact Center leaders the know-how to manage operations, people, quality, and leadership — and the insight to weave them together into a thriving whole.
This Overview
This article is designed to give an overview of what we cover in our Contact Center Management Training. For further information:
- The Essential Guide to OmniTouch Training
- Frontline Contact Center & Customer Service Training
- Customer Experience Training
- Our upcoming Public Courses
- For enquiries — just drop us an email
Thank you for reading!
I regularly share stories, strategies, and insights from our work across Contact Centers, Customer Service, and Customer Experience. If this resonates, I’d love to stay connected.
You can drop me a line anytime, or subscribe via our website.
Daniel Ord
[email protected]
www.omnitouchinternational.com
