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Retailers often forget about their in-store technology until something goes wrong. By which time, getting it fixed is a serious concern. Here are a few tips to ensure your IT equipment is as free from risks as possible.
A day in the life of Contact Centre Manager Leanne Martin
As manager in the Contact Centre one thing is for certain no two days are the same. Our office is open seven days a week from 7am to 7pm and with a team of ten we have a rota to make sure our office is always fully staffed.
Our shifts are split either 7am - 3.30pm or 10.30am – 7pm or 8.30am – 5pm when myself and both of my team leaders are in. Although I don’t mind the early shift, I do prefer starting at 10.30am, particularly on those cold winter mornings as a nice lie-in makes the start of the day a fraction easier. As I am in charge of the team it is important I am here for the important part of the day and I find with the late shift I know more about what is going on for the whole day. Like most of the team, breakfast is something I consider once I’ve arrived at the office and there’s a wide variety of cereal which gives me the kick start my morning needs.
Each morning we have a daily ops meeting where our department gets together with tech support, warehouse, workshop and area managers so we can talk through the issues that the departments are facing. These meetings are great for sharing information on the day-to-day issues and it also provides an opportunity to brainstorm any problems to sort out any ongoing operational issues. Our team is a close-knit unit and because we are so focused on keeping our customers satisfied we have to know what is going on with every call on the system and that involves input from all departments.
I’ve been with the company since its early days and after 11 years of service I’m enjoying my role more than ever. Although the job can be stressful at times, the strong team ethic that exists within our division and across the business makes it enjoyable. We’re proud of delivering consistently good call statistics and when a customer turns around and says thank you for your efforts it makes it all worthwhile.
And at the end of another tough week there’s nothing I enjoy better than a glass of wine to unwind and if I have a free weekend, I work one in three soon to be one in four, then I enjoy catching up with my friends and family.