Download Brochure

Please complete the information below to complete your download.

Please note: That all fields marked with an asterisk (*) are required.

First Name *
Last Name *
Job Title *
Company Name *
Email Address *
Telephone *
Country *
Where did you hear about us? *

I would like to receive information about sponsorship and exhibition opportunities

Yes, sign me up for the FREE Call Center IQ e-newsletter, including information on FREE Podcasts, Webinars, event discounts and online learning opportunities.

Assessing Personality Traits: Personalizing Your Customer Service

Why, in her exclusive video interview with Call Center IQ, is Tonya Choate, corporate manager of security administration at Baylor Health Care System, wearing a tie-dyed shirt?

The answer is simple:  customer management leaders need to recognize the entire spectrum of personality types found within their pool of call center managers and agents.

Too often, as Choate explains, customer service managers “are falling into the driver or the ‘red’ [management personality color].  They’re more outspoken and more demanding of people’s time and ear.”

Though these managers often get the job done, they do so at the expense of properly recognizing and collaborating with the other personalities in their organization.  In trying to satisfy an ever-expanding, ever-varied customer base, a narrow-minded approach to one’s employees can produce a customer service strategy that gravely misses the mark.

Choate details the various management personality types and the right way to deal with support agents in part one of this exclusive video.

comments powered by Disqus

Advertise With Us

Join the Call Center IQ Community