Not by the Seat of My Pants!

Leadership Lessons for the Call Center Supervisor

by Anne G. Nickerson



Book Details

Language : English
Publication Date : 9/17/2004

Recognition Programs

Format : Softcover
Dimensions : 6x9
Page Count : 192
ISBN : 9780595323661
Format : E-Book
Dimensions : N/A
Page Count : 192
ISBN : 9780595771615

About the Book

A compelling, real-world story of the trials, transitions and leadership lessons of the call center supervisor

The new superhero of the workplace is the supervisor. Why?

Supervising employees demands more time, energy, commitment and skill. Supervisors are literally caught in the cross-hairs of senior managers seeking better productivity, stakeholders demanding improved results, employees asserting their needs and customers, always, deserving more. This position mandates a series of skillful maneuvers that few come equipped to handle.

Not by the Seat of My Pants! is a compelling, real-world story of the trials, transitions and leadership lessons of the call center supervisor. It provides leaders, managers and new supervisors an inside look at the interplay of roles, goals and changing expectations that can thwart the efforts of even the most qualified candidates. Through its tips, techniques, tools and practical examples, this book helps readers identify what it really takes to be successful in this high pressure, high stress, high turnover job, and how to create the environment for enthusiastic, productive, satisfied employees. Written as a story, it holds the readers' attention long after the book is closed.

This creative book is enjoyable to read, easy to digest and loaded with wisdom and insight for supervisors, new and old. Bravo!
Brad Cleveland-President and CEO, Incoming Calls Management Institute (ICMI)

It made me re-examine how challenging the new supervisors' role really is-and how so much of the center's success hinges on their ability to transition quickly and avoid the landmines inherent in the job. It's a "must-read" for every supervisor!
Rhonda C. Proctor-Editor, Contact Professional magazine

About the Author

For 25 years, Anne has been developing the potential of people through organizational design, executive coaching and management development activities. She is the founder and president of Call Center Coach, LLC, and is a widely recognized contact center consultant, author, speaker and coach. Contact her at