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Summary
In this podcast episode, Stephen Miller, a Resource and Capacity Manager at benenden health, discusses his journey into the contact center industry and the importance of recognition for support functions like workforce management. He shares his experiences starting as a call center agent and moving into sales and planning roles. Stephen emphasizes the value of participating in awards and showcases for support functions in order to gain recognition and validation both within the industry and within their own organizations.
Key Points
- Support functions like workforce management are crucial to the functioning of contact centers.
- Participating in awards and showcases is an opportunity to showcase the work of support functions and gain recognition.
- Planners and analysts are superheroes in the contact center industry.
- Recognition and validation from awards can help support functions influence decision-making within their organizations.
Key Statistics
- Stephen Miller won multiple awards for his expertise in workforce management.
- Stephen Miller started his career in a call center focused on a broadband campaign.
- The number of awards categories in the contact center industry is increasing each year.
Key Takeaways
- Put yourself out there and participate in industry awards and showcases to gain recognition.
- Showcasing your work can bring kudos and influence decision-making within your organization.
- Support functions like workforce management are crucial and deserve recognition.
- Planning and analysis roles in the contact center require expertise and skills.
- Participating in awards and showcases can lead to benchmarking and feedback for improvement.
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