I don't and haven't claimed to be the best. Having been in the call center industry for almost 5 years now, I still believe that I have tons to learn. When I started out as an agent, I used to think that managing a call center only entailed making sure that your agents show up to work properly trained. I have come to realize that there is so much more to the call center industry than that.
I just hope that people in upper management, most especially those that don't have any experience running a call center, be as accepting and as willing to listen to inputs from others who are more familiar with it's intricacies and limitations.
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