The Best Qualities That Will Lead Your Agents to Contact Center Success

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Managing a contact center is no easy task. Any given contact center can take upwards of 1,000+ calls a day. Whether you’re a part of a BPO, an auto dealer, or in telecommunications, how exactly can you retain a mighty workforce to handle that kind of workload? Armando Coronado is here to share his personal experiences in the contact center, and what leadership qualities he embodies to empower his agents to feel right at home in the contact center.

We want the best work from our agents, but how can we as leaders make that possible? Today’s discussion will revolve around the best qualities that we as leaders can build in our agents to allow them to produce more and better work.

[4:31- 7:18]  Being genuinely compassionate and caring for your team goes beyond just general niceties. At the bare bones of it, having care for your team is essential for your success. You can’t have success without your team, but the biggest part about having genuine care for your team is a focus on the three dimensions of a relationship. You have a human side, a business side and a hidden side. If these parts can all be addressed and properly cared for, then your business will thrive.

[10:51- 11:41] We have to realize that being compassionate and being passionate are similar, but not the same. We have to be compassionate that not every contact center agent is passionate about what they are doing, but that they are passionate about who they are doing it for. This is where the agent’s hidden side is and we need to be compassionate to that.

[19:08-19:43] One of the most important things you can do as a leader is to fail hard and to fail fast. That way, by you’re being bold, you are not afraid of taking chances. You’re also demonstrating that you can solve issues as needed. Meanwhile, continue to rely on your team and their performance.

[20:10- 21:37]  There is a lack of authenticity in the culture not the people. It is not necessary for individuals to hold up the culture, but rather it is the job of the business itself to provide an authentic culture. The mission and the values of your company have to be focused on how you deliver them on a daily basis. The culture of your company is pinning your values up and showing who you are as a company.

Your success is based upon your team’s success, so it’s important that your team is as successful as possible. Remember to be bold, be compassionate, and be authentic when leading your team.

Armando Coronado has a podcast of his own called The Lion & The Duck. Make sure to check it out!

As always, thanks for tuning in! To listen to a recording of this and other episodes, visit And to join our show live each week, go to

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