Leaders play a vital role in the call center, they are an important reason why people stay or leave, engage or not engage. Research show the relationship agents have with their lead, supervisor or direct boss are key.
This episode we speak iwth Chris Abel, Senior Director, Contact Center Operations and Customer Experience, Bright Horizons Family Solutions.
Chris is responsible for all operations supporting five lines of business and managing third-party vendor relationships. Prior to joining Bright Horizons, Chris spent 15 years in the financial services industry. Starting as a financial adviser, Chris managed teams working with high-net-worth clients and focused on building relationships and delivering superior customer experiences.
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