As a contact center manager, communication is vital to the success of your center.

This may seem elementary, yet too many contact center managers and their staffs continue to point to “communication” as an issue getting in the way of higher performance, motivation and team morale.

Communication is a many faceted concept, which gets blamed for a manifold of ills in organizations.

There are three primary contexts of communication in organizations that needs to be continually assessed and addressed:

• technical communication from an IT perspective,
• tactical communication regarding the general flow of information through an organization, and
• interpersonal communication occurring between people at various levels of the organization

The context starved for attention in virtually every organization is the third on the list above, interpersonal communication.

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