{"id":90838,"date":"2024-11-19T11:23:34","date_gmt":"2024-11-19T16:23:34","guid":{"rendered":"https:\/\/answernet.com\/?p=90838"},"modified":"2025-03-19T15:57:52","modified_gmt":"2025-03-19T19:57:52","slug":"the-top-5-skills-call-center-managers-need-to-thrive-in-2025","status":"publish","type":"post","link":"https:\/\/answernet.com\/fr\/the-top-5-skills-call-center-managers-need-to-thrive-in-2025\/","title":{"rendered":"Les 5 principales comp\u00e9tences dont les responsables de centres d'appel ont besoin pour prosp\u00e9rer en 2025"},"content":{"rendered":"
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Among 2,361 professionals surveyed by the Harvard Business Publishing Apprentissage en entreprise<\/strong><\/span><\/a> team, 77% of senior leaders viewed empathy as important, but the majority of respondents said their leaders didn\u2019t consistently exhibit empathy. Similarly, more than 80% of respondents ranked integrity as highly important, but less than two-thirds reported seeing it in their leaders.<\/p>

Especially at the highest level, research proves an industry discrepancy between skill observation and cultivation. We at AnswerNet<\/strong><\/span><\/a> rose to the top of the l'industrie des centres d'appel<\/strong><\/span><\/a> by observing and cultivating leadership skills<\/strong><\/span><\/a>, and today, we\u2019re here to help. Let\u2019s cultivate growth by identifying and teaching the top 5 skills call center managers need to thrive in 2025.<\/p>

Managers Need These Top 5 Skills<\/h2>

Here are the top 5 skills call center managers need to succeed.<\/p>

1. Emotional Intelligence<\/h3>

Call center teams need to guide crescendoed customer complaints<\/strong><\/span><\/a>, direct disaster responses<\/strong><\/span><\/a>et overwhelmed order processes<\/strong><\/span><\/a>; their managers need to master emotional intelligence (EI). The Harvard Business School reports that 71% of employers value<\/strong><\/span><\/a> EI more than technical skills, and for good reason: High EI resolves conflicts, motivates teams, and boosts customer satisfaction.<\/p>

To build EI, practice active listening<\/strong><\/span><\/a>, build self-awareness, and engage in regular feedback conversations. Managers can work with mentors or coaches to develop self-regulation and improve how they manage their own emotions, especially in stressful situations.<\/p>

2. Data-Driven Intelligence<\/h3>

Research from the University of Texas<\/strong><\/span><\/a> suggests that if Fortune 1000 companies increased their data usability by 10%, they\u2019d gain over $2 billion in revenue every year. Even if you aren\u2019t representing a Fortune 1000 company<\/strong><\/span><\/a>, data-driven intelligence in the call center industry enables managers to monitor key performance indicators (KPIs) that might similarly raise revenues.<\/p>

To access KPIs like call volumes, agent performance, and customer satisfaction, learn to use data analytics tools such as Tableau, Google Analytics, and built-in call center reporting features. To access an even mightier well of \u00e9tude de march\u00e9<\/strong><\/span><\/a>, outsource to a BPO provider<\/strong><\/span><\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\tResearch from the University of Texas suggests that if Fortune 1000 companies increased their data usability by 10%, they\u2019d gain over $2 billion in revenue every year.\t\t\t<\/p>\n\t\t\t\t\t<\/blockquote>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tMesures de performance du service d'assistance et indicateurs cl\u00e9s de performance que vous devez suivre<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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3. Adaptation to Changing Tech<\/h3>

In a 2023 conversation at the Harvard Kennedy Business School<\/strong><\/span><\/a>, former Google CEO Eric Schmidt warned, \u201cIt\u2019s important for everybody to understand just how fast [technology] is going to change. It\u2019s going to happen so fast. People are not going to adapt.\u201d<\/p>

Call center managers will survive, revive, and thrive by adapting to the industry\u2019s changing tech. To begin, managers can familiarize themselves with the latest automatis\u00e9<\/strong><\/span><\/a> tools like Chatbots d'IA<\/strong><\/span><\/a>, IVR systems<\/strong><\/span><\/a>et r\u00e9ceptionnistes virtuels<\/strong><\/span><\/a>.<\/p>

4. Knowledge of Compliance Laws<\/h3>

Forbes reports that<\/strong><\/span><\/a> within the last decade, Morgan Stanley was fined $60 million<\/strong><\/span><\/a> for two separate data breaches and an additional $35 million<\/strong><\/span><\/a> for \u201cdata security lapses that included unencrypted hard drives from decommissioned data centers being resold on auction sites without first being wiped.\u201d<\/p>

In the call center industry, a manager with conformit\u00e9<\/strong><\/span><\/a> knowledge can save their team from terrifying fines. It\u2019s crucial for managers to stay informed on international, national, and local regulations through legal training<\/strong><\/span><\/a>, expert consultations<\/strong><\/span><\/a>et online research<\/strong><\/span><\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tD\u00e9couvrez les strat\u00e9gies de la sph\u00e8re de s\u00e9curit\u00e9 pour la mise en conformit\u00e9 des centres d'appel avec la TCPA<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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5. Critical Thinking<\/h3>

International research institution The Reboot Foundation<\/strong><\/span><\/a> found that 94% of people surveyed believe that critical thinking is \u201cextremely\u201d or \u201cvery important,\u201d but 86% of people surveyed find those skills lacking in the public at large. Across industries, critical thinking skills allow managers to assess difficult situations, identify root causes, and discover effective solutions.<\/p>

In the call center industry, critical thinking is created by reviewing \u00e9tudes de cas<\/strong><\/span><\/a>, seeking diverse perspectives<\/strong><\/span><\/a>, and asking open-ended questions<\/strong><\/span><\/a> in team meetings. When the skill is honed to a T, a critically-thinking manager can elevate their call center to new heights.<\/p>

L'avantage AnswerNet<\/h2>

AnswerNet has honed its skills to grow to 10,000+ clients and 125 million+ annual interactions. We\u2019ve read the reports, established the infrastructure, and optimized the technology to deliver the most useful learning techniques available today.<\/p>

If you want to train your business brain through a call center service you can trust, reach out ici<\/strong><\/span><\/a> ou cliquez sur le bouton ci-dessous pour prendre contact.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Submerg\u00e9s par les donn\u00e9es ? D\u00e9couvrez comment les techniques de visualisation d'Edward Tufte transforment la confusion en clart\u00e9.<\/u><\/span><\/a><\/p>

La plus grande avanc\u00e9e dans la technologie des centres d'appels : L'apprentissage pilot\u00e9 par l'IA et la gamification<\/u><\/span><\/a><\/p>

Comment ma\u00eetriser les moyens de communication dans l'entreprise<\/u><\/span><\/a><\/p>

Ce que l'andragogie peut nous apprendre sur la r\u00e9ussite des centres d'appel<\/u><\/span><\/a><\/p>

<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

Le jeu des centres d'appels est en train de changer. Plus les managers adoptent ces 5 comp\u00e9tences, plus ils peuvent apporter de la valeur \u00e0 leur organisation.<\/p>","protected":false},"author":39,"featured_media":90840,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[412],"tags":[522,388,569,268,560,277,275],"class_list":["post-90838","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industry-insights","tag-ai","tag-call-center","tag-call-center-management","tag-customer-service","tag-managers","tag-omnichannel","tag-remote-work"],"yoast_head":"\nManagers revolutionize call centers with these 5 skills.<\/title>\n<meta name=\"description\" content=\"The call center game is changing. 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