To run a contact center, you really need a great eye for strategy design. You need to be able to set the right objectives, and then develop efficient, realistic and pragmatic means of achieving that. It also helps to have a real world first-hand view of the contact center experience.
There really isn't any substitute for interacting with angry customers, dealing with complicated contact center tools and answering to complex metrics. Wherever you go in the organization, whether you stay in the contact center or move into marketing or any sort of customer-facing function, you need to know what it's like to interact with customers. If you don't understand that, you can't create the right organization or the right culture.
In this CCW Digital speaker spotlight series, Brian Cantor, Principal Analyst for CCW Digital speaks with Cory Kreeck, Group VP, People Operations at Beachbody on his people-centric career starting in the contact center.