The Evolution Of Creating Customer Advocates For Better Business

While technology is driving the transformation of the contact center, the amendment of the contact center manager’s role is being driven by an even more powerful force – meeting customer’s needs.

- Emir Susic

Like me, you have probably read plenty of articles about the evolution of the contact center. Most of these focus on the contact center’s origins as a humble call center, with accompanying black-and-white photos showing banks of operators plugging-in connections. What these articles all too often fail to talk about is something that has evolved along with the changing nature of contact centers: the role of the contact center (CC) manager.

While my career does not quite stretch back to black and-white photography, I have been involved with the contact center industry for a long time – I was a CC manager 15 years ago, and ever since that period I have seen the contact center go through dramatic evolution. Unsurprisingly, the responsibilities and concerns of the CC managers I talk to today are very different from what I remember.