THE IMPACTS OF Leadership Underdev
As the Human Operations Experts, we can conclusively identify leadership roles as being one of the most influential positions in these types of work environments. With such powerful influence over staff and customers, it is difficult to digest the enormity of the lack of development provided to these leading roles. If frontline leadership has the greatest ability to impact an organization’s performance, the cost of underdevelopment surely outweighs the cost of training and development by a longshot. We’ve seen firsthand how this can be a huge detriment to the success of operations. When asked how many management training opportunities were offered by their organization within the last year, 47% of frontline leaders reported receiving nearly zero training hours or class offerings. Furthermore, 76% of respondents reported having been promoted internally from an agent to a leadership role, without any prior management experience. This leaves nearly 36% of all frontline leadership trying to successfully operate with zero training or experience in their role. Considering all that is at stake, contact centers must answer the call to provide their frontline leaders with the training required to be “the best.” However, all too often, we encounter businesses that don’t understand how to switch focus and prioritize this dire training need. That’s where we come in.
47% Zero Training
160,000 Customer Interaction
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